IT Field Engineer

Job Description

OVERVIEW

The number one goal of everyone in our team is to make our Clients exceptionally happy. The IT Field Engineer plays an important role in making sure that happens.

The IT Field Engineer handles escalated support requests for the Service Delivery Team, that require an onsite visit.

When help is needed the IT Field Engineer can turn to the Service Delivery Manager for guidance and support.RESPONSIBILITIES & TASKSCUSTOMER SERVICE

Work on and resolve escalated Helpdesk Tickets

Delight our Clients with a Friendly, Quick and Helpful Experience

Provide the Client with advanced troubleshootingUSE OF OUR TICKETING SYSTEM

Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests

Managing and recording all work though our Ticketing System

Make sure that Client Documentation in well maintained

Split tickets that have several issues into their own individual ticket

Make sure that tickets aren’t “stale” throughout the processCOMMUNICATION, REPORTING & RISK

Create and maintain documentation for on-site processes

Escalate tickets that require Service Delivery Manager support

Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue

Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and ClientsTEAM WORK

Follow the schedule provided by the Service Delivery Manager or Service Coordinator

Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks

Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues

Identify opportunities for improvement and make constructive suggestions for change

Contribute to the process of innovative change effectively

Undertake other duties as required by the Service Delivery ManagerSKILLS AND ATTRIBUTESDESIRED

A love of (and ability to) Solve Problems & Challenges

Great Communications skills, founded in being a good listener

Understanding of support tools, techniques and how technology is used to provide services

Understanding of operating systems, business applications, printing systems and network systems

Diagnosis skills of technical issues related of end-user hardware & software and network devices

Experience and knowledge of working with the Microsoft 365 Platform

Experience in workstation migrations

Experience working with vendors for expedited troubleshooting of hardware and software systems

Must be able to type quickly and accurately while talking on the phone

A deep desire to deliver an amazing Client Experience

Advanced knowledge of IT Applications, Software & Hardware

The ability to speak both Geek and human

Great Communications skills, founded in being a good listener

A deep desire to deliver an amazing Client Experience

The ability to keep up with & adapt to the fast-paced IT worldNICE TO HAVE

Experience using a Ticketing system / RMM Tool and PSA software

Experience providing support via remote tools

Experience handling Technical Service Tickets

Professional IT Certifications such as Microsoft MCP, etc.

Client Experience Certifications such as Helpdesk Habits etc.

Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.PERKS

We offer Health / Dental and Vision coverage

An easy-going environment and culture (we all enjoy what we do)

The flexibility to work from home (we run a Hybrid office)

Subscription to Cybrary.it

A High-Powered Laptop

A Proactive Approach to Ongoing Training to help you develop life-long skills

Salary: $68k - $70k

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Full-time

Hybrid remote