What are the responsibilities and job description for the Field Support Engineer I - NA position at Synoptek?
Job Description
At Synoptek, we think globally and act locally. As the world's first Managed Experience Provider (MxP™), Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client base to grow and transform their businesses. We are excited to have experienced continuous growth and, in keeping with that momentum, we are seeking to add talent to our team. When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, drives growth, and delivers clarity. This is an exciting opportunity for you to be a part of this journey!!
The Field Support Engineer I is responsible for providing onsite support to clients for scheduled and on-demand service needs. This role serves as a client-facing technical support resource, triaging and resolving Tier 1 incidents and requests within a Service Desk environment while building trusted client relationships. The position supports end-user troubleshooting, ticket management, customer satisfaction, issue resolution, compliance with client standards, and basic technical support across operating systems, Microsoft Office, remote access, terminal services, server, cloud, and network environments.
Mandatory Skills
Field Support,Onsite Support,Client Support,Tier 1 Support,Service Desk,End-User Support,Ticket Management,Incident Management,Request Management,Client Engagement,Customer-Facing Support,Customer Satisfaction,CSAT,Ticket Resolution,Ticket Utilization,Windows OS,Mac OS,Microsoft Office Suite,Remote Access,Terminal Services,Server Support,Cloud Platform Support,Network Troubleshooting,Basic Technical Troubleshooting,Client Communication,Compliance,Business Ethics,Communication Skills
Role
Non-Exempt
EEO Statement
We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.
Location
Boise, Idaho, United States (USA);Meridian, Idaho, United States (USA)
Education Qualification
Bachelor’s Degree in a related field from an accredited college or university. In lieu of a Bachelor’s degree, equivalent years of experience may be considered. The ratio is 1:1, meaning one year of college equals one year of work experience, and vice versa.
Desirable Skills
Bachelor’s Degree,Microsoft Role-Based Certification,A Certification,Security Certification,Network Certification,ITIL Certification,Enterprise Support Environment,Project Management Exposure,Client Relationship Building,Service Desk Tools,Onsite Client Environment,Hardware Support,Software Support,Escalation Handling,Professional Services Environment
Experience
1 to 3 Years
At Synoptek, we think globally and act locally. As the world's first Managed Experience Provider (MxP™), Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client base to grow and transform their businesses. We are excited to have experienced continuous growth and, in keeping with that momentum, we are seeking to add talent to our team. When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, drives growth, and delivers clarity. This is an exciting opportunity for you to be a part of this journey!!
The Field Support Engineer I is responsible for providing onsite support to clients for scheduled and on-demand service needs. This role serves as a client-facing technical support resource, triaging and resolving Tier 1 incidents and requests within a Service Desk environment while building trusted client relationships. The position supports end-user troubleshooting, ticket management, customer satisfaction, issue resolution, compliance with client standards, and basic technical support across operating systems, Microsoft Office, remote access, terminal services, server, cloud, and network environments.
Mandatory Skills
Field Support,Onsite Support,Client Support,Tier 1 Support,Service Desk,End-User Support,Ticket Management,Incident Management,Request Management,Client Engagement,Customer-Facing Support,Customer Satisfaction,CSAT,Ticket Resolution,Ticket Utilization,Windows OS,Mac OS,Microsoft Office Suite,Remote Access,Terminal Services,Server Support,Cloud Platform Support,Network Troubleshooting,Basic Technical Troubleshooting,Client Communication,Compliance,Business Ethics,Communication Skills
Role
- Provide onsite support to clients for scheduled and on-demand service requirements.
- Triage, assign, and work tickets to support client service needs.
- Actively listen to and engage with clients to understand support requirements and resolve issues effectively.
- Troubleshoot and manage Tier 1 client incidents and requests in a Service Desk environment.
- Provide basic end-user support in an enterprise environment.
- Build trusted client relationships while representing the organization professionally as a client-facing support resource.
- Support ticket resolution targets, customer satisfaction expectations, and ticket utilization requirements.
- Troubleshoot basic issues related to Windows operating systems, Mac operating systems, Microsoft Office Suite, remote access, terminal services, servers, cloud platforms, and networks.
- Ensure compliance with client code of business ethics, standards, and policies.
- Operate with integrity, follow through on commitments, and maintain a can-do attitude under pressure.
- Comply with HR policies and general employment expectations.
- Escalate issues appropriately when resolution requires higher-level technical support.
- Experience in customer-facing project management, client engagement, technical support, Tier 1 support, service desk support, end-user support, ticket management, Windows, Mac operating systems, Microsoft Office Suite, remote access, terminal services, server, cloud platforms, or network troubleshooting is preferred.
Non-Exempt
EEO Statement
We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.
Location
Boise, Idaho, United States (USA);Meridian, Idaho, United States (USA)
Education Qualification
Bachelor’s Degree in a related field from an accredited college or university. In lieu of a Bachelor’s degree, equivalent years of experience may be considered. The ratio is 1:1, meaning one year of college equals one year of work experience, and vice versa.
Desirable Skills
Bachelor’s Degree,Microsoft Role-Based Certification,A Certification,Security Certification,Network Certification,ITIL Certification,Enterprise Support Environment,Project Management Exposure,Client Relationship Building,Service Desk Tools,Onsite Client Environment,Hardware Support,Software Support,Escalation Handling,Professional Services Environment
Experience
1 to 3 Years