Field Services Engineer

Job Overview:

We are seeking a versatile Field Service Engineer in a hybrid role. One who can seamlessly balance onsite client support with remote service desk responsibilities. This role is ideal for someone who thrives in client-facing environments, enjoys solving both technical and networking challenges, and is comfortable traveling between client sites in Florida (primarily Pompano Beach and Miami, with the possibility of additional locations)

The successful candidate will support Cortavo’s managed services clients with a mix of onsite installations, networking tasks, deskside troubleshooting, and remote service desk coverage plus other technical issues that may arise. You’ll take on tasks ranging from running network cables and installing access points to resolving end user tickets and contributing to our knowledge base. This position demands adaptability, technical proficiency, and strong communication skills.

This role has dual reporting to the Service Delivery Manager and the Service Delivery Team Lead.

This hybrid field role requires:

• Onsite support at multiple Florida client locations as required by customer needs (primarily Pompano Beach and Miami).
• Travel readiness with flexibility for short notice assignments.
• Overnight travel may be required including multiday deployments.
• When not onsite, the engineer will provide remote service desk coverage, ticket management, and collaboration with internal teams.

Responsibilities:

• Onsite & Field Support
• Deliver hands-on support at client locations, serving as Cortavo’s technical representative.
• Handle “simple” networking tasks, including: running network cables, installing access points, basic switch/router/firewall connectivity checks.
• Assist with onsite troubleshooting of desktops, laptops, printers, and peripheral devices.
• Support device imaging, deployment, and onboarding/offboarding of users.
• Maintain clean and professional workspace setups, including cable management and workstation presentation.
• Travel between client sites in FL (Pompano Beach, Miami, and others as needed).

Helpdesk:

• Offer a blend of on-site and remote support, including but not limited to configuring Outlook and OneDrive, printer configurations, internet issues, networking questions, access via Remote Desktop, and other Level 1-2 support issues.
• Engage with initial calls and/or emails, create the initial ticket, and escalate as necessary to other departments with warm handoffs.
• Ticket maintenance, you will typically spend a portion of the workday reviewing existing tickets and looking for cases that should be closed, following up with users where appropriate, and setting reminders for future action.
• Follow up with and ensure that tickets are being completed in a timely manner, work with escalation team members to ensure tickets are being completed.

Knowledgebase and CRM Management:

• Maintain and write accurate knowledge base articles as you come across knowledge and information while working cases. Knowledge is the base of Managed Services.
• Maintain client information records, including gathering information about that client and making sure that information is up to date in applicable systems (Autotask, Salesforce, monday.com)

Hardware and Software Provisioning:

• Install and configure computer hardware, software, and peripherals according to organizational standards as provided in company documentation.
• Maintain accurate records of computer hardware inventory.
• Install, update and make sure required software is available.
• Create and update documentation for provisioning processes, troubleshooting guides, and best practices.

Professional Development:

• Train with the Engineering department as well as Service Desk Analyst peers to improve skills and knowledge. Work with them on more complex issues as time allows.
• Complete certifications, as requested.

Required Skills & Qualifications:

• Associate or Bachelor’s degree in progress
• 3 years IT service desk experience
• 3 years of customer service experience over the phone and email
• 1 year of Managed Service Provider experience
• Experience with service desk ticketing systems (Autotask)
• Proficiency of Microsoft 365 Admin
• Proficiency of Windows 10/11
• Proficiency in Microsoft Office Suite and Microsoft Teams
• General knowledge of network devices (switches, firewalls, etc)
• General knowledge of macOS, including setup, support, and application troubleshooting.
• Strong written and verbal communication skills; empathetic customer service approach
• Excellent organizational, time management, and multitasking capabilities
• Ability to work after hours on-call rotation
• Valid U.S. driver’s license with clean driving record.
• Ability to travel regularly within Florida and on short notice, including overnight trips.
• Able to lift/move 50 pounds and stand for extended periods.

Preferred Qualifications:

• Bachelor's degree
• Microsoft Certifications, particularly any prerequisite for Microsoft 365 Certified: Enterprise Administrator Expert and Exam MS-102: Endpoint Administrator.
• Familiarity with IT hardware, software, and managed services technology.
• Proficiency in Google Suite, particularly Gmail and Google Docs.
• Working knowledge of Microsoft Intune.
• Familiarity with Entra is a plus.

Estimated Usage of Time:

• 60% - Onsite Service Desk Support (~24 hours/week)
• 20% - Remote Service Desk Support (~8 hours/week)
• 15% - Knowledge Base Documentation (~6 hours/week)
• 5% - Professional Development and Certifications (~2 hours/week)

Work Environment:

• Competitive salary, as well as employer, contributed health benefits
• Unlimited paid time off
• Onsite work as needed
• Remote work
• Access to a Company cell phone plan
• A seat on an energetic team that collaborates and pushes each other to be better
• A fast-paced but cooperative environment with endless potential for growth
• Celebration events for team and Company successes throughout the year

Work Environment

• Competitive salary, as well as employer, contributed health benefits
• Unlimited paid time off
• Atlanta, GA office location
• Access to a Company cell phone plan
• A seat on an energetic team that collaborates and pushes each other to be better
• A fast-paced but cooperative environment with endless potential for growth
• Celebration events for team and Company successes throughout the yea