Description

The number one goal of everyone on our team is to make our Clients exceptionally happy. TheField Engineer plays a vital role in making sure that happens.

TheField Engineerhandles escalated support requests for theService Delivery Team that need to be handled on-site. They are assigned the support requests that theJunior Helpdesk Technician can’t handle and any projects requiring on-site implementation.

When help is needed, theField Engineercan turn to theService Delivery Managerfor guidance and support.

Job Responsibilities

CUSTOMER SERVICE

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick, and Helpful Experience
• Provide the Client with advanced on-site troubleshooting
• Provide the Client with on-site installation & removal of equipment
• On-Site Hardware Maintenance and Support

 

USE OF OUR TICKETING SYSTEM

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
• Managing and recording all work through our Ticketing System
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

 

PROJECT WORK

• From time to time, the projects team will need additional resource to help deliver projects on-site. 

 

COMMUNICATION, REPORTING & RISK

• Create and maintain documentation for on-site processes
• Escalate tickets that require Service Delivery Manager support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to theService Delivery Managerand Clients

TEAMWORK

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.
• Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks.
• Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change.
• Contribute to the process of innovative change effectively
• Undertake other duties as required by theService Delivery Coordinator,Service Delivery Manager,orCTO

 

SKILLS AND ATTRIBUTES

DESIRED

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Advanced understanding of support tools, techniques and how technology is used to provide services
• Advanced understanding of operating systems, business applications, printing systems and network systems
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
• Advanced experience and understanding of structured cabling (tidy cable management is amust)
• Advanced experience installing and maintaining networking and VoIP equipment
• Advanced experience and knowledge of working with the Microsoft 365 Platform
• Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
• Advanced experience working with vendors for expedited troubleshooting of hardware and software systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to speak both Geekandhuman 
• Great Communications skills, founded in being a good listener
• A deep desire to deliver an amazing Client Experience
• Drivers license 
• The ability to speak both GeekandHuman
• The ability to keep up with & adapt to the fast-paced IT world

 

NICE TO HAVE

• Experience using a Ticketing system / RMM Tool and PSA software 
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business. 

 

CAREER GROWTH

For someone looking to progress in their role, theField Engineernaturally leads into roles such as theService Delivery ManagerorCTO.