The Field Engineer reports to the Service Coordinator and Service Manager and is responsible for completing service tickets as assigned by the Service Coordinator. Field Engineers will also perform on-call duties on a rotating basis.

• Serves as the first point of escalation of Helpdesk that requires physical support
• Provides basic technical support to clients on site or via phone, email, and remote access tools, ensuring timely resolution of complex issues related to hardware, software, networking, and cloud services
• Maintains all customer IT information in IT Glue, to be used by Helpdesk and other engineering resources
• Escalates unresolved issues to Tier 2 Support Engineers
• Works daily with the customer and Tier3 Helpdesk Technicians in all aspects of day-to-day activities to resolve issues Install, configure and provide subject-matter expertise on the various systems, software and appliances
• Install, configure and provide a basic level of understanding on the various systems, software and appliances.
• Work with vendors and internal stakeholders to ensure accurate, effective training content.
• Alert Service Coordinator and Service Manager as appropriate for escalation, emergency service and business opportunities
• Follow company procedures for documenting time and services performed. Participating in meetings and training Help Desk staff
• Relay client requests for purchase of additional services or equipment to Service Coordinator or Technical Account Manager as directed.
• Ability to pass test demonstrating strong written and verbal communications skills
• Must have strong written and verbal communication skills
• The ability to multitask in a high-pressure deadline driven environment
• 1-3 years IT support experience to include over 100 billable hours and 50 field support hours
• Ability to pass vocabulary tests on current business hardware, software and mobile devices
• Basic level of Windows desktop support (end-user computing) – Windows 10, Windows 11, and virtual desktops, including VPN connectivity, Office 365 Suite, printers, network connectivity, profile and redirection management, windows updates
• Working knowledge of Microsoft Servers – Server 2012 – Current, Active Directory, DHCP, DNS, RDP, SQL and VPN
• Working knowledge of Network trouble shooting. Ping, Trace Route, VLAN’s
• Ability to work as scheduled sitting, standing, stooping, lift and carry 35 lbs., use a keyboard, and speak on the phone
• Ability to travel to client site using private vehicle hired vehicle, walking or public transit
• 1 Microsoft or other exams completed at hire
• Other IT-related certifications a plus
• Prior experience with managed service provider processes & work-flows – including ticket lifecycle, dispatch, time entries, change management, escalation workflows, SLA management a plus

Pay:  $60,000.00 – $70,000.00