IT Field Engineer
IT Field Engineer
Posted on :
10-04-2025
Employer Active
1 Vacancy
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Job Description
OVERVIEW
The number one goal of everyone in our team is to make our Clients exceptionally happy. TheIT Field Engineerplays an important role in making sure that happens.
TheIT Field Engineerhandles escalated support requests for theService Delivery Team that require an onsite visit.
When help is needed theIT Field Engineercan turn to theService Delivery Managerfor guidance and support.
RESPONSIBILITIES & TASKS
CUSTOMER SERVICE
- Work on and resolve escalated Helpdesk Tickets
- Delight our Clients with a Friendly Quick and Helpful Experience
- Provide the Client with advancedtroubleshooting
USE OF OUR TICKETING SYSTEM
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work though our Ticketing System
- Make sure that Client Documentation in well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets arent stale throughout the process
COMMUNICATION REPORTING & RISK
- Create and maintain documentation for onsite 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
- Identify Communicate and Mitigate potential risks to theService Delivery Managerand Clients
TEAM WORK
- Follow the schedule provided by the Service Delivery Manager or Service Coordinator
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Follow all our Security Procedures and Keeping 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 theService Delivery Manager
SKILLS AND ATTRIBUTES
DESIRED
- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills founded in being a good listener
- Understanding of support tools techniques and how technology is used to provide services
- Understanding of operating systems business applications printing systems and network systems
- Diagnosis skills of technical issues related of enduser hardware & software and network devices
- Experience and knowledge of working with the Microsoft 365 Platform
- Experience in workstation migrations
- 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 Geekandhuman
- Great Communications skills founded in being a good listener
- A deep desire to deliver an amazing Client Experience
- The ability to keep up with & adapt to the fastpaced 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 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.
PERKS
- We offerHealth / DentalandVision coverage
- An easygoing environment and culture (we all enjoy what we do)
- The flexibility to work from home (we run a Hybrid office)
- Subscription to Cybrary.it
- AHighPowered Laptop
- A Proactive Approach to Ongoing Training to help you develop lifelong skills
Salary: $68k $70k
Required Experience:
Senior IC
Employment Type
Full-Time
Key Skills
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