Field Support Engineer at Plano TX

Position: Field Support Engineer
Location: Plano TX Onsite

Technical/Functional Skills

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