The Field Engineer will report to the Service Coordinator and Service Manager. The Field Engineer will work on service tickets assigned by the Service Coordinator. Field Engineers will also perform on-call duties on 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 Field Engineers
• 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

• 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
• 3-5 years IT support experience to include over 100 billable hours and 50 field support hours
• Intermediate 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 sites using private vehicles, hired vehicles, walking or public transit
• 2 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
• Hardware Support
• Equipment troubleshooting
• Network troubleshooting
• Field engineering
• Phone communication
• Desktop (troubleshooting support)
• Field IT support technician experience
• Server hardware support
• Windows supports
• Field engineering service ticket management