Field Service Engineer

Come and join a 20-year-old, fastest-growing IT Managed Services company. We have open positions at various levels throughout our organization.

About TeamLogic IT Assist
We’re a 100-person, $22M managed services provider operating across PA, NJ, NC, and FL. Our culture is built on Empathy, Transparency, and Data-Driven Decision-Making, and our mission is simple: Make fans of clients, co workers, and vendors. For three years in a row, we’ve been named Best Place to Work in PA, and we proudly maintain a 98% CSAT and 89 NPS.

Our Motto is simple yet powerful:
MAKE FANS OUT OF OUR CLIENTS
MAKE FANS OUT OF OUR VENDORS
FANS OUT OF EACH OTHER

We pride ourselves on creating a family-oriented culture and a clear career path for every employee. We invest all our energy into ensuring that you achieve your career goals. We’re especially proud of our Glassdoor review rating of 5.0, derived from authentic employee testimonials.
Check it out yourself. https://www.glassdoor.com/Reviews/TeamLogic-IT-Newtown-Reviews EI_IE222125.0,12_IL.13,20_IC1152654.htm
Company Website: Managed IT Services https://www.manageditservices.com/

Overview

The Field Services Engineer plays a vital role in delivering technical escalation support and on-site service for our customers. This hybrid role involves resolving escalated IT issues from the Remote Services team and traveling to customer locations for hands-on support, including troubleshooting, break/fix repairs, and new equipment installations. The ideal candidate will have a strong technical background in hardware, software, and network systems, with excellent customer service skills to ensure seamless service and high client satisfaction.

Key Responsibilities

• Technical Escalation Support:

o Act as a primary escalation point for the Remote Services Team, providing in-depth troubleshooting and resolution for complex hardware, software, and network issues.
o Collaborate with Network Operationas and Technical Account Management teams to resolve advanced technical problems and implement solutions effectively.

• On-Site Service and Support:

o Perform on-site diagnostics, repairs, system upgrades, and deployments of new equipment at customer locations.
o Assist in IT project implementations, including network installations, hardware deployments, and VoIP setup.
o Train end-users on new systems and ensure customer satisfaction by addressing their questions and concerns.

• Customer Relations:

o Build and maintain strong client relationships, understand customer needs, and provide professional and courteous service.
o Proactively seek feedback from clients to ensure a positive experience and communicate any customer insights to internal teams to improve service quality.

• Documentation and Reporting:

o Document all activities, site visits, and solutions in the PSA system (Autotask) to maintain accurate service records.
o Provide feedback and insights to Remote Services and other technical teams to enhance service delivery and support continuous improvement efforts.

• Time and Schedule Management:

o Efficiently manage time to handle on-site visits, including the flexibility to travel on short notice as required to meet Service Level Agreement (SLA) commitments.
o Coordinate with dispatchers to optimize scheduling and handle a dynamic workload effectively.

Position Requirements

• Education:

o An associate or bachelor’s degree in information technology, Computer Science, or a related field is preferred.
o Alternatively, 3 or more years of professional experience in technical support, IT services, or a field engineering role.

• Technical Skills:

o Strong troubleshooting skills in hardware, software, and network systems.
o Experience working with Windows, Mac, and Linux operating systems.
o Proficiency in network hardware (e.g., routers, switches, firewalls) and familiarity with VoIP technologies.

• Additional Skills:

o Excellent customer service and communication skills, with a strong focus on customer satisfaction.
o Ability to work independently and manage a flexible schedule, including travel.
o Strong documentation skills to record activities and solutions thoroughly and accurately.

Preferred Qualifications

• Prior experience with PSA systems, such as Autotask, for documentation and service tracking.
• Certifications in relevant technical areas (e.g., CompTIA A , Network , or similar) are advantageous.

Physical Requirements

• Ability to lift and carry equipment weighing up to 50 pounds as needed for on-site support and installations.

Work Environment
This is a hybrid role that involves both remote support and on-site visits to client locations. The position requires flexibility to travel on short notice to meet SLA commitments and provide timely customer support.

Application Process
Interested candidates should submit their resume and a cover letter detailing relevant experience and qualifications.

TeamLogic IT is committed to creating a diverse environment and is proud to be an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, age, sex, disability, genetic information, veteran status, sexual orientation, gender identity, or any other status protected under applicable federal, state, or local laws. We encourage all qualified candidates to apply and join our inclusive and welcoming team.

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Application Question(s):

• Will you be able to relocate to be within reasonable commuting distance from Wilmington, NC 28405?
• Please list 2-3 dates and time ranges that you could do an interview.
• What will be your expected salary, or provide us a range annually?

Experience:

• Onsite Support: 3 years (Required)
• Network engineering: 3 years (Required)

Willingness to travel:

• 75% (Required)

Work Location: In person

Salary : $55,000 - $75,000