The Field Engineer 2 works as a member of the Reactive Service Delivery Team to provide support services to clients. The position is highly client-facing both in-person and via phone and as such requires outstanding communication and client service skills. Field Engineer 2 resolves workstation, server and network problem tickets, performs assigned project duties, assists Remote Engineer team members and escalates to Escalation Team as needed. This role may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision

Reactive Service Delivery Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks.

Essential Duties & Responsibilities

Client Service

• Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional, and patient manner
• Perform all duties with the goal of building and maintaining long-term client/vendor relationships

• Maintain exceptional client service, understanding client satisfaction and perception

IT Service and Support Functions

• IT support services for clients’ infrastructure, including clients’ core business applications
• Acquire specific knowledge of the client and how IT relates to their business
• Develop in-depth knowledge of the service offerings and how they relate to clients’ needs
• Participate in projects by performing assigned duties
• Perform other related technical duties as assigned

Documentation, Reporting and SLA’s

• Identify clients’ needs and report to Service Manager
• Update documentation for client configurations or processes

• Communicate managed services installation and maintenance with Centralized Services
• Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
• Utilize active listening and client-care skills in identifying potential concerns
• Report client concerns or complaints to Service Manager, VP Operations, and CXO
• Answer internal and external communications timely and professionally

• Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
• Close tickets within 7 business days unless issue requires further delay as notated on the ticket

Professional Development

• Routinely take self-paced training in technologies relevant to the team

• Obtain industry certifications on a consistent basis

Administrative

• Enter all notes and time worked on the appropriate service ticket
• Enter time worked on each ticket daily

• Schedule service delivery via the scheduling calendar in ticketing system
• Enter expenses on service tickets for any related credit card purchases and submit receipts daily
• Submit time sheets on a weekly basis, due by Saturdays at 12P

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.

Technical Skills

• Windows workstation repair, maintenance, malware removal, and deployment
• Configuring network settings on workstations

• RDP client support
• Office 365 account and client support
• Server backup monitoring and maintenance
• Wireless connectivity for mobile devices and workstations
• Mobile devices – smartphones, tablets, and laptops

• Exchange mailbox administration
• Active Directory account creation and management
• Network drive and printer mappings
• Diagnose network connectivity issues for workstations

Education and/or Experience

• College or Technical degree OR 3 years of IT support experience related to Microsoft, HP, Dell and/or Cisco
• CompTIA certifications preferred
• Microsoft Technology Associate (MTA) preferred

Language Skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Certificates, Licenses, Registrations

• Valid Driver’s License