Field Engineer

JOB SUMMARY

As a Field Engineer 3, you will perform activities associated with installing, diagnosing, maintaining, and servicing computer-related products, including but not limited to desktop & laptop computers, printers, network devices, standard software, and low-end servers at customer sites and/or depot locations. This is a journeyman position for the typical desk side support technician. You will be directed by Help Desk, Service Desk, or script using standard methods, techniques, and tools.

You will also apply personal knowledge to resolve product support issues that could not be addressed by the service desk. Assignments will range in complexity from troubleshooting and repair to more difficult device repair, including reloading and re-imaging of PCs/laptops, and installing and optimizing HW/SW networking products.

KEY RESPONSIBILITIES

• Computer hardware setup, basic hardware and software troubleshooting
• Provide support for software, hardware, and networking for desktops, laptops, and servers
• Maintain and support legacy products, core systems, and server products
• Perform disk replacement on enterprise storage products
• Install and maintain PCs, associated software, networks, servers, and peripherals
• Support network products from operational and maintenance perspectives
• Perform installs, moves, adds, and changes as required
• Test and certify PCs, networks, servers, and client-approved applications
• Provide follow-up on problems or escalate when necessary
• Maintain professionalism in actions, demeanor, and dress
• Ensure customer satisfaction throughout service delivery
• Meet client-specific Service Level Agreements and update incident/request tickets accordingly

REQUIRED QUALIFICATIONS

• 1-3 years of computer support experience
• Basic hardware and software skills
• Good work ethic and organizational skills

PREFERRED QUALIFICATIONS

• Experience with reloading and re-imaging PCs/laptops
• Familiarity with enterprise storage products and low-end servers
• Knowledge of HW/SW networking products