What are the responsibilities and job description for the Field Services Engineer position at Franklin Fitch?
Field Services Engineer | $65,000 - $70,000 | Hybrid | Miami - Pompano Beach
Overview
We are seeking a skilled and customer-focused Level 2 Service Desk Analyst to join our growing IT services team. This position plays a central role in supporting end users, resolving technical issues, and maintaining exceptional service standards. The ideal candidate will combine strong technical proficiency with a professional and empathetic communication style.
Key Responsibilities
Technical Support
- Provide remote and onsite technical assistance for desktops, laptops, printers, and peripherals
- Troubleshoot and resolve software, connectivity, and access issues
- Support user onboarding and offboarding processes, including device imaging and setup
- Run network cables, install access points, and handle basic networking tasks
- Maintain accurate records of assets, RMAs, and warranty claims
Service Desk Operations
- Manage inbound calls, emails, and service tickets from managed service clients
- Log and prioritize technical issues, ensuring timely and accurate resolution
- Handle a mix of Level 1–3 technical cases, closing approximately 90 tickets per week
- Provide user guidance for Microsoft 365, Outlook, OneDrive, Teams, printer setups, and general networking queries
- Utilize remote desktop tools to deliver efficient support and issue resolution
- Perform basic administrative tasks such as password resets, account management, and updates
Documentation and Knowledge Sharing
- Create and update knowledge base articles to support internal and client learning
- Maintain accurate technical documentation and client records in the ticketing system
- Contribute to continuous improvement by identifying recurring issues and solutions
Professional Growth
- Participate in ongoing technical training and collaborate with senior engineers
- Work toward industry certifications aligned with Microsoft and other relevant platforms
Required Qualifications
- Associate’s or Bachelor’s degree (or equivalent experience)
- At least 3 years of IT service desk experience
- Minimum 1 year working in a Managed Services environment
- Experience with ticketing platforms such as Autotask
- Strong understanding of Microsoft 365, Windows 10/11, and general networking
- Proficiency with Microsoft Office Suite, Teams, and Google Workspace
- Excellent written and verbal communication skills, with a focus on empathy and professionalism
- Strong organizational skills and the ability to multitask in a fast-paced environment
Preferred Qualifications
- Bachelor’s degree in Information Technology or related field
- Microsoft certifications (e.g., MS-102, 365 Certified: Enterprise Administrator Expert)
- Familiarity with Entra, Azure AD, or Datto RMM
- Experience with ConnectWise, Jira, or other ticketing systems
Salary : $65,000 - $70,000
