IT Field Support Engineer
Pecos, Texas | United States
We are looking to hire a skilled IT Support Engineer to assist our clients with computer hardware and software issues. troubleshoots issues on their company’s computer network through their knowledge of both software and hardware.
An effective IT Support Engineer must be great at communicating with customers over the phone and should have strong listening abilities to understand and resolve the customer’s problem. It’s best if they have extensive knowledge and experience operating different software and hardware systems to successfully solve an abundance of technical issues customers may have.
They should also possess great customer service skills to patiently and calmly handle customers who are frustrated with their systems’ technical problems. Great IT Support Engineers must use problem solving and critical thinking abilities to come up with logical solutions to various hardware and software issues.
The core tasks, duties, and responsibilities are listed in the job description below:
RESPONSIBILITIES:
This role requires the ability to work with geographically distributed technology services staff, technology vendors and other Field Technical Analysts to provide Level 2 and Level 3 support
Duties will include but are not limited to:
Provide Level 2 and Level 3 support to staff in-person or remotely
Provide desktop support (all levels) to a variety of end users using various troubleshooting skills
Provide general technology support to staff, to include user account creation, email account setup, AV support, mobile device support and printer support.
Troubleshoot issues related to network connectivity and assist in identifying issues with cabling, circuit or hardware outages, firewall policies and DNS
PC Network (NIC) setup and troubleshooting (DHCP, Static), Add routes to windows and linux machines (netstat)
Z-Scaler Client troubleshooting, Window Proxy-PAC file manipulation, validation, troubleshooting
WiFi troubleshooting - Roaming, Channel Preference, Power settings
Coordinate the troubleshooting of issues with the BAU Service Desk through Service Now (SNOW)
Set up desktop computers and laptops, install operating systems and software and connect hardware to network
Provide recommendations to staff on how to improve business processes, security, and hardware & software offerings
Requirements
To be seriously considered for this role, please have the following:
Extensive knowledge of computer software, operating systems, hardware and networks
Experience with Microsoft Office 365 applications, software as a service (SaaS) protocols, and cyber security protocols
Windows Powershell and Linux CLI experience
Experience working with a technology service desk, preferably through Service Now
Excellent verbal and written communication skills
Excellent problem solving and critical thinking skills
Able to work with a team to solve problems or independently to identify solutions
Be experienced in successfully providing professional and courteous customer service
Possess or willing to obtain relevant certifications for desktop support
Self-starter with commercial mindset to improve overall business performance
Analytical prowess to leverage data and available resources to resolve key issues that arise every day
ADDITIONAL INFORMATION:
This role includes coverage of a wide geographical area, across multiple locations.
This position is in a location that does not offer relocation. Candidates must live in the immediate area or relocate at their own expense.
Applicants for employment in the US must have work authorization that does not, now or in the future, require sponsorship of a visa for employment authorization in the United States.
Benefits
The applicant who fills this position will be eligible for the following compensation and benefits:
Health Care Plan (Medical, Dental & Vision)
Short Term and Long-Term Disability
Basic & Voluntary Life and AD&D insurance
We contribute 3% of your salary to your 401K account (regardless of whether you participate)
15 days of PTO when you join us and 20 days once you reach your first year
9 Paid observed holidays
We understand that we need exceptional talent to accomplish our mission - therefore we place great emphasis on the people component of IT, and we strive constantly to attract, develop, and retain the best people. We cultivate an ethos and environment within which our people are focused, nurtured, and continually challenged to develop and improve their competencies in a fun and rewarding culture.
We like to think we get the work/life balance right at prosource.it.
While everyone is challenged and must work hard on the job, we always try to organize events and fun nights out with our team and their families.