Field Support Engineer II

OverviewSynoptekWe think globally, act locally. As a Managed Services Provider, Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum we are seeking to add talent to our team. When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, results growth, and clarity.Field Support Engineer IIThis is an amazing opportunity to work within one of the fastest growing Managed Services Providers. We are a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. We foster a fun and connected environment with employee benefits extending beyond general compensation and into company sponsored events and an invested culture of learning.The Field Support Engineer II is responsible for providing onsite support to Synoptek clients, whether scheduled or on demand. The Field Support Engineer is often considered the ‘face’ of Synoptek and is expected to build strong, trusted relationships with their assigned clients. Every Engineer is measured on completed tickets, resolution met, CSAT (customer satisfaction) and ticket utilization set forth by their direct manager.Duties And ResponsibilitiesTriage and assign tickets to the appropriate resourceActively listening to and engage with clientsUse advanced analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and moreRetrieve passwords from password toolEnsure compliance with Synoptek’s document security standards and policiesEnsure compliance with the company’s code of business ethics, standards, and policiesRemain quality conscious via phone and email with both technical and non-technical customersUse analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and moreEvaluate the issue to determine the problem and identify the source and possible solutions using critical thinking skillsDraw connections between various aspects of a problem, and propose viable solutions that have been testedNavigate between the amount of time spent on a ticket determining plan of action and escalating the issue to provide excellent customer serviceAfter solving an issue, review the troubleshooting to achieve more efficiency in the futureThis job description is not designed to be a comprehensive list of the duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without noticeEducationHigh School Diploma or GED requiredMicrosoft role-based certification, A+, Security+, Network+, ITIL Certification or ability to obtain within 6 months of employmentExperienceCustomarily has at least 2 years of customer facing project management and client engagement experienceCustomarily has at least 2 years of technical experienceExperience troubleshooting issues with Windows & Mac Operating Systems, Microsoft Office Suite, remote access, MS terminal services, Citrix XenApp clients and VMware, preferredExperienced in deploying OS installation via scripted, unattended methods, Ghost, Sysprep, and other imaging methods, preferredExperience with Mac Operating Systems, Windows XP/Vista/7/10 and Windows 2003/2008/2012, Citrix XenApp server and client, Exchange 2003/2007/2010, Active Directory, Hardware Firewall/Router (Configuration, maintenance and troubleshooting) and/or VMware ESX 4/5/5.5, preferredSkills/AttributesSynoptek core DNA behaviors:Clarity: Possesses excellent communication skills, makes a concentrated effort to speak the customers language. Ability to field questions with concise, well-constructed responsesOwnIT: Shows integrity, innovation, and accountability in completing daily assignmentsResults: Solutions focused and driven to resolve conflict quickly and precisely. Proactively looks for opportunities to contribute to the company’s business goalsGrowth: Willing to learn and ask questions. Constantly looking for new ways to improve yourself. Ability to adapt and grow in a fast-paced environmentTeam: Embraces both customers and colleagues as team members. Ability to be flexible, respectful, engaged and collaborativeAbility to provide basic end user support in an enterprise environmentWorking ConditionsWe live by the motto ‘work hard, play hard’ and strive to support our employees in both their professional and personal goals. We believe that by hiring the right people, leading process improvement, and leveraging technology, we achieve superior results.Work is performed at multiple client sites, which will likely involve commuting to different areas within the assigned region. May be subject to time constraints and tight deadlines. May require occasional travel.EEO StatementWe are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.