Job Summary
We are seeking an experienced and highly skilled Field Engineer Tier 3 to join our dynamic team. This role involves providing advanced technical support, troubleshooting, and maintaining complex IT infrastructure and network systems across various environments. The ideal candidate will possess deep expertise in computer networking, network security, virtualization, and cloud technologies, with a focus on delivering high-quality solutions for enterprise clients. This is a full-time position requiring proactive problem-solving skills and the ability to work independently in diverse field settings.

Responsibilities

The Senior Systems Engineer will work on installation of more complex or multiple projects assigned by the Service Coordinator and will oversee response to client system wide IT emergencies. Senior Systems Engineer may also perform on-call duties on rotating basis.

· Serves as the 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 Project Engineer Tier 1

· Works daily with the customer and Tier 3 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

work experience requirements / SKILLS / QUALIFICATIONS

Qualifications

· 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

· 5-7 years IT support experience to include over 100 billable hours and 50 field support hours

· Advanced 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 Intermediate level of Server support – Server 2012 – Current, Active Directory, DHCP, DNS, RDP, SQL and VPN Intermediate level of Networking trouble shooting. Ping, Trace Route, VLAN’s Ability to work as scheduled sitting, standing, stooping, lift and carrying 35 lbs., use a keyboard, and speak on the phone

· Ability to travel to client site using private vehicles, hired vehicles, walking or public transit

· 3 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