Job Description
Job Title: Systems Engineer (Field Service Technician)
Division: Managed IT Services
Branch: East Bay/South Bay/San Francisco
Reports to: Managed IT Service Manager
The System Engineer is responsible for the maintenance and improvement of our internal IT infrastructure as well as providing technical assistance to team members and end users with system and network requests. The focus is on desktop support and exceptional customer service skills.
Essential Duties and Responsibilities:
Exceptional customer service skills under varying conditions
Strong understanding of computer hardware and related Operating Systems.
Ability to build a pc, troubleshoot down to component level and understanding of system imaging
Support services for:
Microsoft 365 Administration portal
365 Services: Office Suite: Word, Excel, Power Point, Outlook, Teams
Firewalls and remote access: SonicWall (preferred), Net Extender
2FA experience: Duo, Google, Microsoft
Networking: Unifi, Dell, Ruckus
Administration and maintenance of the remote monitoring and management system (RMM): update agent scripts, respond to alerts, monitor dashboard, and periodic system review
Develop and document maintenance routines for all computer systems
General support of WAN and LAN connectivity, routers, firewalls, and security
Document all work performed and time entries in related tickets in ConnectWise Manage PSA
Field Service Support- Troubleshooting and ongoing hardware support. * Regular travel is required
Refresh Projects- Participate in projects where current hardware is replaced to include but not limited to:
firewalls, network switches, AP’s, workstations, servers etc.
Daily Duties and Responsibilities:
Ability to work in a team and communicate effectively
Accept escalations from the helpdesk
Escalate service or project issues that cannot be completed within agreed service levels
Business awareness: and understanding of product management cycles
Document internal processes and procedures related to duties and responsibilities
Responsible for entering time and expenses as they occur
Provide field service when/where necessary in a responsive manner (reliable transportation is required)
Knowledge, Skills, and/or Abilities Required:
5+ years’ + experience with desktop and application support
Interpersonal skills: communication skills, active listening, and customer-care
Ability to multi-task and adapt to changes quickly
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast-moving environment that is not business vertical specific
Nice to have experience (not required)
Prior MSP Experience
Professional IT Certifications
Knowledge/experience of Microsoft related technologies: Windows Server 2016,2019, Exchange, SQL
Virtualization technologies: VMware and Hyper-V
VLANs (understanding, build/implementation)
VoIP technologies/implementations
Google for Business, Azure/AWS (management, setup/implementation)