Katcom Technologies (Partner of the Applewood Auto Group) - IT Field Technician

IT Field Technician - Katcom (a Partner of the Applewood Auto Group)

Katcom is growing and is currently looking for a highly talented and experienced IT Field Technician. The IT Field Technician will play a crucial role in ensuring the smooth operation and maintenance of our clients' IT systems. This position requires a strong technical background, excellent problem-solving skills, and a customer-centric approach. The ideal candidate will have a passion for technology and a desire to deliver exceptional service to our clients.

Role & Responsibilities:

• Provide on-site support to clients for hardware and software troubleshooting, installation, and maintenance.
• Diagnose and resolve technical issues related to computer hardware, software, networks, and peripheral devices.
• Install, configure, and upgrade computer systems and software applications.
• Set up and troubleshoot network equipment, including routers, switches, and firewalls.
• Perform regular system maintenance tasks, such as updates, patches, and backups.
• Coordinate with clients to schedule appointments, prioritize work, and ensure timely resolution of IT issues.
• Document and maintain accurate records of all service activities, including problem resolutions and follow-up actions.
• Educate clients on basic IT procedures, best practices, and preventive measures to improve system performance and security.
• Collaborate with the IT team to develop and implement efficient IT solutions and strategies.
• Stay up-to-date with industry trends, technologies, and certifications to enhance knowledge and skills.

Measurables:

• 
  Response Time: Measure the average time it takes for the IT Field Technician to respond to client requests or tickets and provide initial support.
• Resolution Time: Track the average time it takes for the IT Field Technician to resolve technical issues and complete service requests.
• Customer Satisfaction: Conduct regular surveys or feedback assessments to gauge client satisfaction with the IT Field Technician's service quality and professionalism.
• First-Time Fix Rate: Monitor the percentage of technical issues that are resolved on the first visit or interaction with clients, aiming for a high first-time fix rate.
• Ticket Closure Rate: Measure the percentage of completed tickets or service requests within a specified timeframe, ensuring timely closure of tasks.
• Incident Trends: Analyze and track recurring technical issues or problems encountered by clients to identify trends and proactively address them.
• Documentation Accuracy: Assess the accuracy and completeness of documentation, including service reports, problem resolutions, and follow-up actions.
• Client Retention: Monitor client retention rates to ensure high levels of customer satisfaction and ongoing business relationships.
• Training and Certification: Set goals for the IT Field Technician to acquire relevant certifications and attend training sessions to enhance their technical knowledge and skills.
• Travel Efficiency: Monitor the efficiency and effectiveness of travel to client sites, such as the number of client visits per day and mileage optimization.

Requirements:

• Proven experience as an IT Field Technician or similar role.
• Strong knowledge of computer hardware, operating systems, software applications, and networking protocols.
• Excellent troubleshooting and problem-solving skills.
• Familiarity with common diagnostic tools and software.
• Proficient in configuring and troubleshooting Windows and macOS environments.
• Experience with Active Directory, Microsoft Office Suite, and cloud-based applications.
• Basic understanding of network infrastructure, including TCP/IP, DNS, DHCP, VPN, and wireless technologies.
• Excellent customer service and communication skills.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Valid driver's license and willingness to travel to client sites as needed.

Preferred Qualifications:

• Certification(s) such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA).
• Experience with virtualization technologies (VMware, Hyper-V).
• Knowledge of cybersecurity best practices.
• Familiarity with VoIP systems and telephony technologies.

Compensation:

The base salary range for this position is between $47,705 to $75,000 based on skills, qualifications and experience as a Field IT Technician. While we thank all candidates for their application, a certain level of administrative experience within an automotive dealership is required for this position, all other candidates will not be considered.

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