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How to Find & Manage the
Best IT Field Technicians

To find the best field technicians for your retail field service needs, you need to learn a little about each candidate and use your good sense. The best IT field techs are the ones who bring the most value to your business. They aren't just the ones who finish a job quickly, but also the ones who make sure everything is running smoothly.

The IT field isn't always the easiest place to be a manager – and it's not easy to be a great one. The tech sector constantly changes, making it challenging to keep up with new trends, technologies, and team members.

Advertise locally, but hire regionally

If you're like most small businesses, you need techs who can travel to customer sites and work from home and the road for the ultimate in flexibility.
You'll find plenty of local talent by advertising in your area, but don't limit your search to your neighborhood.

At this stage of the hiring process, you only need a couple of interview questions that take 10 minutes to answer over the phone,
so you can cast a much wider net than if you were looking for someone to work at your office every day.

The Internet

Seeking qualified IT professionals in this competitive work market can be challenging. It's considerably more difficult when you want to fill complex job orders under time pressure.

The web has multiple places to find technicians of course.

Job posting sites

Staffing firms

Online marketplaces

Industry organizations

Ask for recommendations

Don't just ask prospective techs about their experience. Ask for references as well. Then call those references and ask them about the person's ability to learn new skills quickly and think on their feet when a project hits a bump in the road.

Specify qualifications

You need to know what qualifications your workers have before you hire them. Some positions will require specific training and certifications to do the job correctly. Other positions may not be so specialized, but you still want to find people with experience relevant to the task.

Use your judgment to decide if
they're suitable for the job

When you meet prospective field techs, talk to them and ask them where they went to school, who their instructors were, and what projects they have done. If you like their previous employers and instructors, then you know their references are solid.

Look at their portfolios

If you're looking for a field tech in the IT support services industry, you need someone who can work well under pressure with clients. That's why it's essential to speak with your prospective employee's previous supervisors and ask whether they can handle a high-pressure environment.
You also want a customer-oriented and excellent communicator who can explain technology in laypeople's terms.

Stay organized through the process

Keep the process professional and focused on the particulars at hand. Interviewing multiple candidates can become overwhelming quickly if you don't stay organized and focused on what matters most – getting good service to your customers!

Trust your instincts

As with any hiring situation, listen to your gut feeling about your interview candidates. If something doesn't seem quite right about one of the candidates, don't let them come back for a second interview just because they're highly qualified on paper. You want someone who will be a good fit for your organization and get along well with everyone else on the team.

More helpful tips for the search

Check references and ask for a criminal background check and drug screen.
Ensure that your techs understand what your company requires and what services they can and cannot perform.

Managing IT Field Techs

Managed IT field techs are a great way to grow your business and expand into new markets. But finding reliable techs, managing them remotely, and keeping tabs on their activities can be challenging.

For example, the last thing you want is an IT field tech to show up late or fail to meet a customer's demands because they don't have the right tools or expertise.

Fortunately, there are several ways to ensure that your techs stay focused on the job at hand and provide excellent service to your customers.

Productivity is a priority
A critical step in managing your field techs is defining what productivity means for your business. You need to know what activities make your field techs productive for you and your clients.
Set goals
Once you've defined what productivity means regarding services provided and jobs completed, use this information to create daily, weekly, monthly, quarterly, and yearly goals for your technicians. These goals can include the number of service calls completed, the number of preventive maintenance visits, the percentage of customer satisfaction surveys conducted promptly, and the average response time per ticket or call.
Communication
When you hire remote workers, communication is critical. You need someone who replies promptly, who gets back to you when they say they will, and who is willing to ask questions rather than guessing or trying something on their own. You need someone who understands what the job requires and its importance without micromanaging them constantly. This means that you need someone who has done this sort of work before and understands how important it is for them to communicate clearly with you about the project's status and any issues that come up along the way.
Understand the job they're doing
As a business owner or manager, it's essential to understand what your IT field techs do and how they do it. Get to know their work processes and find out what steps they follow to fix problems.
Eye on results
Also, make sure you tell your techs what results you expect to see. Paying attention and asking questions can help your techs precisely determine what steps they need to follow to fix problems.
Backups
Another thing that helps manage IT field techs is backups for every task. Instead of downloading everything onto one person and being too dependent on them, it's in your best interest to have backups.
Stay in contact
Get field techs into your office as often as possible. This gives them a chance to talk about their issues and concerns directly with you, the manager, and get any questions answered or concerns resolved before they become major problems.
Streamline payment
Promptly pay fair wages. As with all employees, you want to ensure that your reputation for delivering fair wages and working with people you like and trust reflects well on you as an employer.
Provide the tools
Your field techs must have the proper tools at their disposal to meet productivity goals. Provide the hardware needed for installing new equipment or performing hardware repairs.
Don't be a micromanager
Micromanaging your IT technicians is a recipe for failure. For one thing, you don't have the time or resources to manage every step of each project. For another, micromanagement will only lead to resentment and low morale among your employees, which will result in poor performance and high turnover.
The best way to avoid micromanaging your employees is to establish clear expectations at the outset of each engagement. Communicate what you expect from them, set clear deadlines, and review progress regularly. If they are not meeting those expectations, take appropriate action as soon as possible - but don't micro-manage their daily activities.
Scheduling Tips for Field Techs
When you use managed IT field technicians, you must schedule them. If you are the person doing the scheduling, here are some tips.
Determine what kind of workforce you need
Before you start putting together a schedule, it's essential to know precisely how many techs you need and what they'll be doing. If you don't have enough help, your techs will be overburdened and may not be able to complete the tasks they're assigned.
Schedule based on skills
Some tech jobs require more than just general knowledge. Schedule technicians based on their skills to get the right jobs done effectively and efficiently. For example, if you want to change out some hardware, you need an IT tech who has experience doing that task rather than a general technician.
Keep your plan coordinated
When your technicians are working, they should be able to contact each other or other members of your organization quickly and easily if necessary. Provide a way for them to communicate if something happens during their workday that requires coordination between departments or personnel.
Be available but not subservient
The tech needs to get in touch with you if they need something. Usually, that means they can't reach a customer or vice versa and require you to do something about it.
You want to be available to help out, but at the same time, there's no reason for you to keep your phone on 24/7 or to interrupt your life every time a call comes in.
Know your role and their role
You're responsible for scheduling and administrative tasks. They're accountable for delivering the service and managing their own work schedule within reasonable constraints. Understand that the purpose of scheduling is to make sure the job gets done. It sounds obvious, but sometimes we get wrapped up in our schedules and forget what we're trying to accomplish.
Set a time and stick to it, unless there are extenuating circumstances
If there's a reason why an appointment can't be kept (like a customer doesn't answer their phone), then reschedule as soon as possible when things are back under control.
Be professional in every interaction
First impressions matter. That applies to any relationship. It should go without saying that you need to be friendly and courteous when speaking with someone on the phone or via email. Still, it's also essential that your written and spoken communication be concise and professional. Be patient with the person you're working with; remember that you are both there to serve customers.
Be flexible with little things, but stand firm on big things
When planning your weekly schedule, be organized and recognize that there will always be last-minute changes that arise from unforeseen circumstances. That's par for the course in IT services. You'll run into situations where technicians have personal reasons for needing time off or just want a certain day off.

Use field service management software

Imagine this scenario: you're a Technology Integrator who does excellent work installing phone cabling, WiFi, and security systems for businesses.

You have an appointment to wire a new office building. You gather your crew and equipment and get on the road early.

But when you arrive, there are two problems

First, the office building doesn't have electricity yet. Second, the customer isn't there either. Your project is delayed for days because you didn't ask the right questions about what was happening onsite before scheduling your team.

Sound familiar? Good field service management software can prevent scenarios like these by allowing you to schedule labor and materials based on real-time data from the customer environment.

Field service management software is designed to help small-to-medium businesses automate their scheduling, billing, and customer service. With the right field service management solution, you'll be able to:

Schedule appointments more efficiently
Know when technicians are running late or early to the appointment
Automate invoicing
Provide better customer service

The Best IT field service management software

Workforce management software helps a business manage its employees and helps manage customers, projects, and tasks. If you are in the field service industry, you need to use the best IT field service management software to help you manage your business. The following is an overview of some of the best workforce management software available today.

IT field service management software provides a way to manage the many moving parts of managed IT support. The software manages the IT staff, tracks assets, schedules and coordinates field service technicians, and more.

Inventory and backups

The best field service management software for IT organizations should be, first and foremost, able to identify all the IT assets an organization has deployed across its network, including those assets' warranty status and the total cost of ownership for each asset. The solution should also allow the IT staff to automatically create service tickets or dispatch a technician based on the type of device and its warranty status.

Integration

The best field service management software for IT organizations should also integrate with other systems, such as a CMDB or asset management system. It should offer tools that enable technicians to report back easily when they complete a task.

Cost efficiency

One of the main reasons many companies adopt IT field service management software is to reduce costs. In addition, the best IT field service management software can help your company look at why problems are occurring. It can also make it easier for your team to handle what they need to do to find solutions.

Scheduling

With the best IT field service management software for your organization, you can schedule technicians for one-time jobs or recurring visits without dropping the ball on any aspect of customer service. As tasks get completed, they will go into the system automatically and then be tracked with a report generated as needed.

Job tracking

Use the right software to track what your technicians are doing in the field and where they are going. You can also make sure that everyone is working in a safe environment, especially if your employees need to be in an office or laboratory at all times. If an employee does not have access to these resources, they should not perform that type of work. This helps you keep track of who is working on what project and ensures no security breaches or other issues with your system.

The best software helps with managing clients, projects, and tasks

Field service management software represents a crucial tool for any IT business or MSP, enabling techs to manage customer relationships and perform the necessary tasks to fulfil their clients' needs. This software can also help with other areas of business management, such as billing and invoicing, assisting MSPs to stay organized while they grow.

The Need for Managed Labor

Utilizing managed labor is a proven way to enhance your operations by giving you access to highly trained technicians when needed. And using a managed labor model makes it easier to address urgent operation needs, reduce risk, and speed on-demand or onsite technician support.

These third-party providers can give you access to highly trained workers available on demand. Depending on the service provider, you can access a wide range of technologies and skills, which can be difficult or expensive for some companies to maintain in-house.

Benefits of a Managed Labor Model

The managed labor model can address operational needs, reduce risk, and speed on-demand or onsite technician support.

The managed labor model allows for quick access to IT professionals who can provide a wide range of services for your business or end-users. This model is available for short-term or long-term projects and can be quickly activated when you need it. It's also an excellent way to scale up your workforce if you don't want to hire full-time employees.

With this type of service, a third-party provider offers staffing solutions customized for your needs. You no longer have to find talent outside recruiting firms or search online job sites. Instead, you have access to a pool of skilled IT professionals who are ready to work at any time.

Look for a provider with deep industry expertise and experienced field teams in critical regions who understand local requirements and work practices. You want a partner who understands your business and can help you optimize staffing models using technology to identify and manage qualified candidates from an established pool of resources across a wide geographic area.

This includes helping develop IT standard operating procedures (SOPs), benchmarking and scorecards for measuring performance, tracking costs and reporting results, and developing successful strategies for recruiting, training, retaining, and managing staff – all critical factors in mitigating risk driving business results.

Trust Techadox for Your Hiring and Efficiency Needs

Techadox offers a complete turnkey IT labor solution for your project and support needs. From the management of highly-skilled field service technicians to a 24/7 Service Desk to managed field support with industry-leading SLAs and response times, we have you covered. We ensure that all technical resources are vetted for skill sets, competencies, and professionalism.

Our vetting process is rigorous and thorough. We use a proven methodology to select the right technicians for your jobs based on job skills, experience, availability, location, and pay rate.

And each of our technicians is backed by a 100% satisfaction guarantee that they will always perform their work with the highest level of professionalism.

You also get a full reporting suite to help assess trends on technician fees, travel, response times, fix rates, job duration, project status, and more – in the downloadable format of your choosing.

Our solutions reduce your labor costs, increase the quality of your IT staffing, and improve your operations. Our services are scalable, flexible, and adaptable to meet your needs as they evolve.