Valeo Networks Inc.

Technician

• Travel to client sites to install, configure, troubleshoot, and repair hardware, software, and network issues
• Work with a remote team to solve complex issues
• Serve as the primary onsite point of contact and resolve issues to client satisfaction
• Back up the Help Desk queue when no onsite visits are scheduled, working tickets through Autotask
• Monitor and respond to Help Desk requests using remote administration tools
• Document onsite work, findings, and resolutions in real time
• Follow SOPs for escalation procedures between onsite and remote specialists
• Troubleshoot Microsoft 365 and other cloud-based collaborative suites onsite and remotely
• Provide first-level support for client software, operating system, network, and hardware issues
• Maintain client site documentation in IT Glue, including network diagrams, asset inventories, and site-specific procedures
• Document internal procedures
• Meet performance metrics and utilization targets, including onsite response times and ticket resolution goals
• Handle emergencies, heavy workloads, or other issues that may require overtime

Field Technician