IT Field Engineer

The number one goal of everyone in our team is to make our Clients exceptionally happy. The
IT Field Engineer
plays an important role in making sure that happens.

The
IT Field Engineer
handles escalated support requests for the
Service Delivery Team, that require an onsite visit.

When help is needed the
IT Field Engineer
can turn to the
Service Delivery Manager
for guidance and support.

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced troubleshooting

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation in well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

• Create and maintain documentation for on-site processes
• Escalate tickets that require Service Delivery Manager 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
• Identify, Communicate and Mitigate potential risks to the
  Service Delivery Manager
  and Clients

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator
• 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 Manager

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Understanding of support tools, techniques and how technology is used to provide services
• Understanding of operating systems, business applications, printing systems and network systems
• Diagnosis skills of technical issues related of end-user hardware & software and network devices
• Experience and knowledge of working with the Microsoft 365 Platform
• Experience in workstation migrations
• 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
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to speak both Geekandhuman
• Great Communications skills, founded in being a good listener
• The ability to keep up with & adapt to the fast-paced IT world

• 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, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

• We offer
  
  Health / Dentaland Vision coverage
• An easy-going environment and culture (we all enjoy what we do)
• The flexibility to work from home (we run a Hybrid office)
• Subscription to Cybrary.it
• AHigh-Powered Laptop
• A Proactive Approach to Ongoing Training to help you develop life-long skills