Do you love to be out on the road? Do you love to engage with customers? Then this position is for you! Our Technician (Server/Laptop) is traveling to customer sites daily, with home base being at our Taunton office. This is not a remote work position.

Technicians at RetroFit are responsible for the development and delivery of our technical offerings. Technicians at RetroFit are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging projects and service offerings. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills. The Server-Laptop Road Technician installs, troubleshoots, and repairs hardware. Hardware includes laptops, desktops, printers, servers, storage, and network devices, among other assorted endpoints. The position requires extensive travel to our client base. A company-provided RetroFit van with gas card, cell phone, and laptop is issued.

Key Areas of Responsibility

• Travel extensively to client sites primarily for server, laptop, and desktop hardware repair. Scheduled determined daily due to unforeseen hardware incident tickets/alerts.
• Perform in-house and onsite diagnostic, repair, and replace services, during downtime.
• Research, order, and return parts associated with hardware repairs.
• Hardware, software, and firmware upgrades on servers, workstations, and printers.
• Coordinate with third party vendors such as HP, Dell, and subcontractors for repair services.
• Perform routine, recurring, and emergency onsite support services at varying levels of complexity.
• Deploy workstations, printers, and other miscellaneous equipment.
• Provide detailed and effective communication to internal and external customers.
• Clearly and concisely articulate problems and solutions for issues to clients over the phone, via e-mail, and in person.
• Serve as technical point of contact on customer engagements and internal projects.
• Understand SLAs in a production environment and proactively strive to meet them.
• Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into the ticket tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog.
• Assist remote support technicians with support requests such as helpdesk, NOC, backup, and alerting, during downtime.
• Attend company and customer meetings as required.
• Other duties as assigned.

Minimum Qualifications

• 5+ years’ experience diagnosing and repairing physical server, storage devices, laptops, and desktops.
• Bachelor’s degree or equivalent experience.
• HPE iLO, Dell iDrac, and other relevant hardware management tool experience.
• Clean driving record and able to be added to the company vehicle insurance policy.
• Ability to lift a minimum of 50 lbs.
• Sense of urgency.
• Ability to work independently with minimal direction.
• Experience with ticketing and asset management systems.
• Ability to handle multiple tasks and priorities.
• Exceptional oral, written, and documentation communication skills.
• Critical attention to detail and solid creative problem-solving skills.
• Ability to consistently follow policies and procedures.

Preferred Qualifications

• VMware ESXi and Hyper-V management.
• Experience with RMM and PSA tools such as Datto RMM and Autotask.
• Windows Server 2016+, HPE server repair, HP laptop and desktop repair certifications.
• Experience with Windows Server 2012, 2016, 2019, and 2022.
• Physical printer troubleshooting and repair.