Student: Field Engineer

Position: Student: Contract Field Engineer

Job Title

Student:
Contract Field Engineer

Requisition Number

SE04308

Department Name

3J5SE:
Student Employment

Work Location

Lexington, KY

On Campus/Off Campus

Off Campus

Salary Range

$15-$25

Type of Position

Student

Position Time Status

Part-Time

Hours per Week

8-16

Job Summary

You must be a current UK student to apply to this position. This position is located off-campus with a local Lexington employer and is not affiliated with UK. The number one goal of everyone in our team is to make our clients exceptionally happy. The Field Engineer plays an important role in making sure that happens. The Field Engineer handles escalated support requests for the Service Delivery Team that need to be handled on-site.

They are assigned the support requests that the Junior Helpdesk Technician can’t handle as well as any projects that require on-site implementation. When help is needed, the Field Engineer can turn to the Service Delivery Manager for guidance and support.

Responsibilities & Tasks

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced on-site troubleshooting
• Provide the Client with on-site installation & removal of equipment
• On-Site Hardware Maintenance and Support
• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work through our Ticketing System
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process
• From time to time the projects team will need additional resource to help deliver projects on-site
• Create and maintain documentation for on-site processes
• Escalate tickets that require VP of Client Support Services support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the VP of Client Support Services and Clients
• Follow the schedule provided by the VP of Client Support Services or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and keeping a vigilant eye for security issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Coordinator, VP of Client Support Services or President

Skills / Knowledge / Abilities Required Skills, Knowledge, and Abilities

• A love of (and ability to) solve problems & challenges
• Great communications skills, founded in being a good listener
• Advanced understanding of support tools, techniques and how technology is used to provide services
• Advanced understanding of operating systems, business applications, printing systems and network systems
• Advanced diagnosis skills of technical issues related to end‑user hardware & software and network devices
• Advanced experience and understanding of structured cabling
• Advanced experience installing and maintaining networking and VoIP equipment
• Advanced experience and knowledge of working with the Microsoft 365 Platform
• Advanced experience in clean workstation installations
• Advanced experience working with vendors for expedited troubleshooting of hardware and software systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing client experience
• Advanced knowledge of IT applications, software & hardware
• The ability to speak both geek and human
• Drivers license
• Reliable transportation
• The ability to keep up with & adapt to the fast‑paced IT world

Preferred Skills, Knowledge, and Abilities

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling technical service tickets
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits, etc.
• Experience working either on…