IT Field Engineer

OverviewThe number one goal of everyone in our team is to make our clients exceptionally happy. The IT Field Engineer plays an important role in ensuring 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 SERVICEWork on and resolve escalated Helpdesk TicketsDelight our Clients with a friendly, quick, and helpful experienceProvide the Client with advanced troubleshootingUSE OF OUR TICKETING SYSTEMUse our Ticketing System to work on and resolve Helpdesk Tickets & Service RequestsManaging and recording all work through our Ticketing SystemMake sure that Client Documentation is well maintainedSplit tickets that have several issues into their own individual ticketMake sure that tickets aren't "stale" throughout the processCOMMUNICATION, REPORTING & RISKCreate and maintain documentation for on-site processesEscalate tickets that require Service Delivery Manager supportCommunicate to the client the status of their ticket every step of the way, notifying them of any changes or outages related to their issueIdentify, communicate and mitigate potential risks to the Service Delivery Manager and ClientsTEAM WORKFollow the schedule provided by the Service Delivery Manager or Service CoordinatorFollow Standard Operating Procedures (SOPs) for daily / weekly recurring tasksFollow all our Security Procedures and keep a vigilant eye for security issuesIdentify opportunities for improvement and make constructive suggestions for changeContribute to the process of innovative change effectivelyUndertake other duties as required by the Service Delivery ManagerSkills And AttributesDESIREDA love of (and ability to) solve problems & challengesGreat communication skills, founded in being a good listenerUnderstanding of support tools, techniques and how technology is used to provide servicesUnderstanding of operating systems, business applications, printing systems and network systemsDiagnosis skills of technical issues related to end-user hardware & software and network devicesExperience and knowledge of working with the Microsoft 365 PlatformExperience in workstation migrationsExperience working with vendors for expedited troubleshooting of hardware and software systemsMust be able to type quickly and accurately while talking on the phoneA deep desire to deliver an amazing Client ExperienceAdvanced knowledge of IT applications, software & hardwareThe ability to speak both geek and humanNICE TO HAVEExperience using a ticketing system / RMM tool and PSA softwareExperience providing support via remote toolsExperience handling technical service ticketsProfessional 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 businessPERKSHealth / Dental and Vision coverageAn easy-going environment and culture (we all enjoy what we do)Flexibility to work from home – we run a hybrid officeSubscription to Cybrary.itA high-powered laptopProactive approach to ongoing training to help you develop life‐long skillsSalary: $68k - $70k#J-18808-Ljbffr