IT Field Engineer 2

The Field Engineer 2 works as a member of the Reactive Service Delivery Team to provide support services to clients.   The position is highly client-facing both in-person and via phone and as such requires outstanding communication and client service skills.  Field Engineer 2 resolves workstation, server and network problem tickets, performs assigned project duties, assists Remote Engineer team members and escalates to Escalation Team as needed.  This role may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision

• Provide responsive client service.  Answer internal and external client/vendor calls quickly and pleasantly.  Communicate in a friendly, professional, and patient manner
• Perform all duties with the goal of building and maintaining long-term client/vendor relationships

• Maintain exceptional client service, understanding client satisfaction and perception

• IT support services for clients’ infrastructure, including clients’ core business applications
• Acquire specific knowledge of the client and how IT relates to their business
• Develop in-depth knowledge of the service offerings and how they relate to clients’ needs
• Participate in projects by performing assigned duties
• Perform other related technical duties as assigned

• Identify clients’ needs and report to Service Manager
• Update documentation for client configurations or processes

• Communicate managed services installation and maintenance with Centralized Services
• Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
• Utilize active listening and client-care skills in identifying potential concerns
• Report client concerns or complaints to Service Manager, VP Operations, and CXO
• Answer internal and external communications timely and professionally

• Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
• Close tickets within 7 business days unless issue requires further delay as notated on the ticket

• Routinely take self-paced training in technologies relevant to the team

• Obtain industry certifications on a consistent basis

• Enter time worked on each ticket daily

• Schedule service delivery via the scheduling calendar in ticketing system
• Enter expenses on service tickets for any related credit card purchases and submit receipts daily
• Submit time sheets on a weekly basis, due by Saturdays at 12P

• Windows workstation repair, maintenance, malware removal, and deployment
• Configuring network settings on workstations

• RDP client support
• Office 365 account and client support
• Server backup monitoring and maintenance
• Wireless connectivity for mobile devices and workstations
• Mobile devices – smartphones, tablets, and laptops

• Exchange mailbox administration
• Active Directory account creation and management
• Network drive and printer mappings
• Diagnose network connectivity issues for workstations

• College or Technical degree OR 3 years of IT support experience related to Microsoft, HP, Dell and/or Cisco
• CompTIA certifications preferred
• Microsoft Technology Associate (MTA) preferred

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

• Valid Driver’s License