Field Support Engineer

Field Support Engineer

Plano TX Onsite Hire

Fulltime Hire

Job Skills and Responsibilities:

• Diagnose and troubleshoot technical issues including account setup network configuration software and hardware issues
• Deliver handson support for a range of hardware including PCs laptops and peripherals in a mixed Windows and Mac environment using SCCM and JAMF.
• Perform network troubleshooting particularly on VPN connections and wireless configurations integrating with Zscaler.
• Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.
• Provide timely resolutions for hardware and software issues ensuring user satisfaction.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal knowledge bases or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of KB Articles
• Maintain good relationships with clients

Technical Experience:

• Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled in using SCCM for Windows and JAMF for Macs.
• Proven work experience as a Technical Support Engineer Desktop Support Engineer IT Help Desk Technician or similar role
• Handson experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems mobile devices and other tech products
• Excellent problemsolving and communication skills
• Ability to provide stepbystep technical help both written and verbal
• Familiarity with ITSM tools like ServiceNow JIRA for ticket management.

Professional Attributes:

• Excellent customer service skills and the ability to communicate effectively with nontechnical users.
• Selfstarter with the ability to work independently and efficiently.
• Physical ability to manage IT equipment installations and movements.
• Adaptable and flexible to meet varying work schedules and environments.