Site Engineer
Site Engineer
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1 Vacancy
Job Description
OVERVIEW
The number one goal of everyone in our team is to make our Clients exceptionally happy. The Site Engineer plays an important role in making sure that happens.
The Site Engineer handles day-to-day tickets; tickets will be on-site at our various client environments. The Site Engineer will be assigned remote escalations when not onsite as well as escalated support requests for the Help Desk Team. They are the face of the Help Desk Support team and can form working relationships with various personalities with our end users to gain their trust.
When help is needed the Site Engineer can turn to the Director of Operations for guidance and support.
RESPONSIBILITIES & TASKS
Customer Service
- Work on and resolve escalated onsite Helpdesk & Network related tickets
- Delight our Clients with a friendly quick and helpful experience
- Provide the Client with quick 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 tickets and service requests
- Managing and recoding all work through our Ticketing System
- Make sure that Client documentation is well maintained
- Make sure that Client inventory remains updated
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets arent stale throughout the process
Project Work
- Ability to configure and install basic network equipment at customer sites
- Firewall installation and replacement projects
- Other project related tasks that are scoped as 1 day or less
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 Director of Operations and Clients
Team Work
- Follow the schedule provided by the Dispatcher
- Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
- Follow all of 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 the CIO or Director of Operations
SKILLS AND ATTRIBUTES
- Must possess current entry level certification or greater such as: Sec or Net in addition to a Mid-level certification such as CCNA AZ-104 Fortinet Certified Associate
- Minimum of 4 years technical experience required
- A love of (and ability to) solve problems & challenges
- Great communication 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
- Experience working with Fortinet firewalls and Fortinet support
- Experience and understanding of structure cabling (tidy cable management is a must)
- Strong experience installing and maintaining networking (switching routing firewalls) and VoIP equipment
- Proven Sys Admin Experience in:
M365 Administration
VMWare infrastructure management
Azure environments
Active Directory (on-prem and hybrid)
- Experience in clean workstation installations (tidy cable management for end-user devices such as computers monitors printers etc.)
- Experience working with vendors for expedited troubleshooting of hardware and software systems
- A deep desire to deliver an amazing Client experience
- Knowledge of IT applications software and hardware
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP)/IT Support Business
PHYSICAL REQUIREMENTS
- Physical Demands: The physical demands described here are representative of those that may need to be met by an employee to successfully perform the essential functions of this position
- While performing the duties of this position the employee is regularly required to talk hear stand walk sit reach with hands and arms climb or balance stoop kneel crawl and drive. The employee must be able to lift parcels weighing up to 100 pounds.
WORK ENVIRONMENT
A majority of the work will be performed at client locations which may vary in terms of quality of workspace.
Employment Type
Full-Time
