Field Technician

About the CompanyWSI Technologies provides mission-critical recording and communication solutions to enterprise, public safety, and government organizations. Their technology helps customers capture, store, and manage sensitive communications reliably : supporting compliance, accountability, and operational performance in environments where accuracy and uptime are essential. With a strong presence across North America, WSI is a trusted partner to organizations that depend on secure and dependable recording systems.WSI Technologies is part of Fluent Software Group (a Valsoft Corporation operating group), a global acquirer and operator of vertical market software businesses. We focus on specialized industries where expertise creates lasting advantages.Why This RoleAt WSI Technologies, you won't be sitting behind a desk resetting passwords. You'll be out in the field, hands-on with real systems that public safety teams, government agencies, and enterprise clients rely on every day.This role exists because coverage in Florida is critical right now. Systems need to be installed, maintained, and fixed fast. You'll step into a high-impact position where your work directly affects whether customers stay operational and compliant.If you enjoy solving complex technical problems, working independently, and being trusted to own your territory, this role will suit you.Key ResponsibilitiesInstallations & DeploymentsPerform on-site installation and configuration of WSI systems, including servers, applications, and recording infrastructureRack, cable, and test hardware in data center and telecom environmentsConfigure Windows desktop and server operating systems, including virtual environmentsEnsure systems are fully operational and meet customer requirements before sign-offTroubleshooting & SupportDiagnose and resolve issues across hardware, software, and network componentsTroubleshoot connectivity and communication issues within customer environmentsRespond to support requests in line with SLA expectationsEscalate complex issues when requiredCustomer InteractionAct as the primary technical contact during on-site visitsCommunicate clearly with customers regarding timelines, issues, and resolutionsCoordinate scheduling and provide status updates throughout deployments and support workDocumentation & ProcessDocument installations, issues, and resolutions in the ticketing systemMaintain accurate service records and installation notesProvide feedback to improve internal processes and product performanceWhat Success Looks LikeWithin the first 90 days, you will:Be comfortable installing and supporting WSI systems with minimal supervisionManage service tickets and on-site visits independentlyConsistently meet SLA expectationsContribute clear and complete documentationReceive positive feedback from customers and internal stakeholdersRequirementsExperience with phone recording software and hardware solutions preferredExperience with multi-platform Windows O/S requiredSolid analytical/cognitive skills able to troubleshoot hardware and software problemsExcellent time management and communication skillsExperience troubleshooting network connections and communicationActive Directory and Exchange preferredExperience using ITSM Ticketing Tools (e.g. ServiceNow or similar ticketing systems to manage and track incidents)Must be able to spend time on ladder for wiring/cabling required during installations and repairsMust be able to routinely lift 70 lbs of computer equipment during installations and repairCertification in relevant IT products/technologies (NICE or other telephony systems), CompTIA (A+, Network+, Server + and Security+ certifications and/or Microsoft Certified IT Professional (MCITP), CCNA highly desiredBachelor's Degree in a technical or business-related field (Computer Science, Mathematics, Engineering, Business Administration preferred)Ability to travel as necessary, up to 80-85%Required to pass government site clearance background checkLocation & TravelCandidates must be based in Florida or southern Georgia, within reasonable driving distance of major areas such as Miami, Tampa, Jacksonville, Tallahassee, or Atlanta.Travel is required up to 80-85%, primarily weekday travel by car, with occasional overnight stays and flights. A company vehicle, gas card, and stipend are provided. When not travelling or working from one of our offices, the role operates on a work-from-home basis.Compensation & Benefits$30/hour + overtime eligibilityCompany vehicle and travel expenses coveredHealth, dental, and vision benefitsPaid time offOpportunities for growth within Fluent Software GroupWork EnvironmentThis is a field-based role in a fast-paced, service-oriented environment. You'll work independently most of the time but stay closely connected with the Field Services team and management. The role requires a high level of ownership, reliability, and comfort working directly with customers.#WSI