Description

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

The Field Engineer handles escalated support requests for the Service Delivery Team that need to be handled on-site. They are assigned the support requests that the Junior Helpdesk Technician can t handle and any projects requiring on-site implementation.

When help is needed, the Field Engineer can turn to the Service Delivery Manager for guidance and support.

Job Responsibilities

CUSTOMER SERVICE

• Work on and resolve escalated Helpdesk Tickets
  
• Delight our Clients with a Friendly, Quick, and Helpful Experience
  
• Provide the Client with advanced on-site troubleshooting
  
• Provide the Client with on-site installation & removal of equipment
  
• On-Site Hardware Maintenance and Support
  

USE OF OUR TICKETING SYSTEM

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
  
• Managing and recording all work through our Ticketing System
  
• Make sure that Client Documentation is well maintained
  
• Split tickets that have several issues into their own individual ticket
  
• Make sure that tickets aren t stale throughout the process
  

PROJECT WORK

• From time to time, the projects team will need additional resource to help deliver projects on-site.
  

COMMUNICATION, 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
  
• Submit Timesheets & Expense reports as indicated on their SOPs
  
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
  

TEAMWORK

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.
  
• Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks.
  
• Follow all our Security Procedures and Keep 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 Coordinator, Service Delivery Manager, or CTO
  

SKILLS AND ATTRIBUTES

DESIRED

• A love of (and ability to) Solve Problems & Challenges
  
• Great Communications skills, founded in being a good listener
  
• Advanced understanding of support tools, techniques and how technology is used to provide services
  
• Advanced understanding of operating systems, business applications, printing systems and network systems
  
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
  
• Advanced experience and understanding of structured cabling (tidy cable management is a must)
  
• Advanced experience installing and maintaining networking and VoIP equipment
  
• Advanced experience and knowledge of working with the Microsoft 365 Platform
  
• Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
  
• Advanced 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
  
• Drivers license
  
• The ability to speak both Geek and Human
  
• The ability to keep up with & adapt to the fast-paced IT world
  

NICE 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, MCSA or MCSE, ITIL, ITSM, 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.
  

CAREER GROWTH

For someone looking to progress in their role, the Field Engineer naturally leads into roles such as the Service Delivery Manager or CTO.