Field Support Engineer II

Description

A Field Support Engineer II is responsible for providing onsite support as necessary for our managed clients. The Field Support Engineer II is the primary onsite escalation resource for the centrex

IT Service Desk but may also perform onsites for other departments as well based on necessity. The Field Support Engineer II is a client facing position and requires a customer focused individual with the ability to provide excellent face to face customer service. Efficient resolution of assigned tickets while providing a best-in-class user experience is the primary objective of the Field Support Engineer II.

When a Field Support Engineer II does not have scheduled onsites they will be focused on providing remote support resolving incident tickets ensuring service delivery aligns with company standards. A successful Field Support Engineer II will maintain a polite, friendly, and helpful demeanor at all times and operates with a sense of urgency.

• Provides technical assistance and a best-in-class experience remotely and onsite
• Provides phone support and call routing as necessary
• Serves as a field escalation resource for the centrex
  
  IT Service Desk and other departments per direction of Service Desk Manager
• Responsibilities include but are not limited to:
  Hardware (desktops, laptops, mobile devices, printers, multifunction devices, servers, hypervisors, wireless access points, wireless access controllers, firewalls, routers, switches, peripherals, cables, etc.) installs, configuration changes, updates/upgrades, and troubleshooting. Software installs, configuration changes, updates/upgrades, and troubleshooting. Resolving incident tickets including but not limited to active directory/group policy, remote connectivity, O365, printing, slowness challenges, etc.
• Diagnoses and troubleshoots network related challenges ranging from Wi‑Fi challenges to network outages
• Serves as an escalation resource and assists with warm hand-offs as needed and per direction of Service Desk Manager
• Coordinates appointments and onsite per direction of Service Desk Manager
• May at times assist the provisioning team with provisioning computers both at centrex
  
  IT headquarters and onsite at various client locations.
• May at times serve as an onboarding resource by preparing new client’s networks for Service Desk support by completing standardized onboarding tasks.
• Documents time and interactions with end users using centrex
  
  IT’s PSA while following defined standards and processes for opening and triaging tickets, entering time, communicating with clients, and updating and closing tickets adhering to defined Service Level Goals (SLG’s)
• Identifies requests that require projects, new services or a potential upgrade and escalates these opportunities to appropriate party to ensure quoting and implementation occurs in a timely manner
  • Identifies Net New Revenue
• Executes recommended fixes, updates, or change controls where appropriate
  • Follows best practices as defined by vendor, manufacturer, or centrex
    
    IT defined processes
• Process and Work Instruction creation, approval, testing, and adherence
  • Turning “tribal knowledge” into a repeatable audit ready process for consistent execution of IT operations with an emphasis on service desk core processes
• Works directly with vendors to resolve issues and manage 3rd party applications
• Identifies and declares breakdowns within systems and processes
  • Communicate openly and authentically with internal team and clients to ensure breakdowns are acknowledged and addressed in a timely manner and works towards a shared outcome ensuring the best possible user experience
• Ensures safety and security of client and their data in accordance with required policies and procedures
• Responsible for reporting on defined KPI’s, metrics and goals
• Develops and maintains excellent team member and client relationships
• Assists, escalates, and consults with other team members as necessary to achieve company defined SLG’s (Service Level Goals).
• Communicates with client as required: keeping them informed of incident progress, notifying them of impending changes or agreed…