Field Technician

About the Company

WSI 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 Role

At 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 Responsibilities

Installations & Deployments 

• Perform on-site installation and configuration of WSI systems, including servers, applications, and recording infrastructure 

• Rack, cable, and test hardware in data center and telecom environments 

• Configure Windows desktop and server operating systems, including virtual environments 

• Ensure systems are fully operational and meet customer requirements before sign-off 

Troubleshooting & Support 

• Diagnose and resolve issues across hardware, software, and network components 

• Troubleshoot connectivity and communication issues within customer environments 

• Respond to support requests in line with SLA expectations 

• Escalate complex issues when required 

Customer Interaction 

• Act as the primary technical contact during on-site visits 

• Communicate clearly with customers regarding timelines, issues, and resolutions 

• Coordinate scheduling and provide status updates throughout deployments and support work 

Documentation & Process 

• Document installations, issues, and resolutions in the ticketing system 

• Maintain accurate service records and installation notes 

• Provide feedback to improve internal processes and product performance 

What Success Looks Like

Within the first 90 days, you will: 

• Be comfortable installing and supporting WSI systems with minimal supervision 

• Manage service tickets and on-site visits independently 

• Consistently meet SLA expectations 

• Contribute clear and complete documentation 

• Receive positive feedback from customers and internal stakeholders 

Requirements

• Experience with phone recording software and hardware solutions preferred 

• Experience with multi-platform Windows O/S required 

• Solid analytical/cognitive skills able to troubleshoot hardware and software problems 

• Excellent time management and communication skills 

• Experience troubleshooting network connections and communication 

• Active Directory and Exchange preferred 

• Experience 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 repairs 

• Must be able to routinely lift 70 lbs of computer equipment during installations and repair 

• Certification 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 desired 

• Bachelor'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 check 

Location & Travel

Candidates 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 eligibility 

• Company vehicle and travel expenses covered 

• Health, dental, and vision benefits 

• Paid time off 

• Opportunities for growth within Fluent Software Group 

Work Environment

This 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.