Description

The Field Engineer is directly responsible for providing the most efficient technical support services to assigned clients by best utilizing the resources of the team. The Field Engineer is the escalation path for the NOC, Helpdesk, and Account Executives as well as acting as the operational visionary for the clients assigned to them. The Field Engineer is responsible for the successful operation of the assigned client’s network and infrastructure. The Field Engineer drives client satisfaction, ensures contract terms and service level agreements (SLAs) are met, and maximizes team efficiency. Qualified candidates must be able to recommend changes and communicate technical challenges directly with the customer as well as work alongside Account Executives and internal SSR resources to provide the best experience with technology for their clients. The Field Engineer is responsible for recording/reporting all work activities, both billable and non-billable in a Complete, Accurate, and Timely manner.

Essential Duties and Responsibilities:

• Proactively review and maintain IT infrastructure for clients including servers, storage, virtualization, and network solutions, ensuring that the customer environment is in line with defined standards. 

• Technical ownership of client network/server environments. 

• Provides direct troubleshooting, triage, support, and resolution of client network and infrastructure. 

• Provide reactive technical support in both remote and/or on-site at client locations as needed. 

• Microsoft’s core business applications: Windows Server/Desktop, O365, SQL, SharePoint, Azure. 

• Advises client on and maintains remote access solutions: RDS VPN, Terminal Services. 

• Advises client on and maintains data backup, business continuity, and disaster recovery solutions. 

• Advises client on and maintains networking infrastructure: WAN and LAN connectivity, routers, firewalls, and security and other hardware peripherals and components within a client’s IT infrastructure.

• Coordinates, manages, plans, implements policies, client objectives, and activities to ensure the organization provides timely, reliable, and quality computer support services to its clients. 

• Establishes priorities, sets deadlines of key work and activities required for optimum performance of client’s network. 

• Work with Account Executives to provide information for Strategic Business reviews. 

• Analyzes data necessary to identify trends in service delivery, especially those indicating systemic issue at client sites. Familiar with Root Cause methods, analysis, and corrective action planning. 

• Ensures customer satisfaction and service level agreement targets are met. 

• Ensures policies and procedures are consistently followed. 

• Reports Key Performance Indicators (KPIs) and status of strategic initiatives to the Account Executive and Service Team.

• Participate in Leadership Team Level 10 meetings. Communicates challenges in those meetings. 

• Familiar with Multi Factor Authentication, DUO etc.

• Performs other duties as assigned. 

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Requirements

• Bachelor’s degree from an accredited university or college and a minimum of 3 years of experience in IT Management and service delivery or an equivalent combination of education and experience to successfully perform the essential duties of the job.

• IT certifications preferred (Microsoft MCP, Azure, MCSA, MCSE, Citrix, Cisco, VMware VCP) 

• Willingness to learn new technologies, thirst for knowledge, naturally curious, innovative, takes the initiative to identify and solve ongoing issues.

• Experienced working in a managed services, professional services, or IT consulting role.

• Experienced supporting clients in the Small and Medium sized Businesses (SMB). Adaptable to multiple client technical and business environments.

• Expert knowledge of how to install and maintain computer hardware, operating systems, networks, and software applications in a business setting. 

• Demonstrated leadership and relationship building abilities working with clients and SSR employees at all levels. 

• Displays emotional intelligence and persuasion skills to affect change with clients and staff. 

• Strong and formal written and verbal communication skills. 

• Ability to handle stressful situations in a congenial manner. 

• Excellent organization and administrative skills. 

• Complex problem-solving skills. 

• Ability to plan and prioritize to achieve a defined objective. 

• Ability to work independently devising new methods, adapting, or changing standard procedures to meet new conditions.