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
Reactive Service Delivery Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks. Summary of Hours and Location
- 8:00am-5:30pm CST, with a rotating on call schedule
- This is a hybrid role that requires traveling to various client sites in the DFW area approximately 70% On-site/30% Remote.
Essential Duties & Responsibilities Client Service
- 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 Service and Support Functions
- 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
Documentation, Reporting and SLA’s
- 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
Professional Development
- Routinely take self-paced training in technologies relevant to the team
- Obtain industry certifications on a consistent basis
Administrative
- 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
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required. Technical Skills
- 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
Education and/or Experience
- 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
Language Skills
- 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
Certificates, Licenses, Registrations
Work Authorization CriteriaWe welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa.Workspace Requirements and Remote Work PolicyTeam members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval).
Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures. Our Commitment to a Diverse WorkforceAt TPG, an Ntiva Company, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities.
As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.
