Field Support Engineer

Overview

Technical support role focusing on imaging/staging of desktops, laptops, and related devices; responsible for installation, configuration, troubleshooting, and end-user assistance across sites.

• Imaging, staging, testing, and cleaning PCs, laptops, monitors, printers, and other related hardware.
• Set up, configure, and add hardware peripherals; assist client internal IS technicians with large IMACs.
• Break-fix and IMAC support, periodic maintenance; respond to end-user issues via face-to-face interaction, telephone, or escalated help desk tickets.
• Provide technical support to end-users via telephone and in person; assist coworkers in resolution of technical issues and in execution of established processes and escalations.
• Balance and manage a constant service queue (e.g., Service Now); gather information to diagnose issues by evaluating symptoms; diagnose and resolve hardware and software issues.
• Collaborate with other departments to provide technical assistance; handle Wi-Fi and LAN access issues; perform VPN setup and troubleshooting.
• Identify priorities and route problems to appropriate resources; stay current with system information, changes, and updates.
• Carry out designated workstation installations and updates.

• 4+ years of hands-on technical knowledge of laptop and desktop design and software installation.
• Familiar with standard concepts, practices, and procedures within the IT support field; able to rely on limited experience and judgment to plan and accomplish goals.
• 2 to 3 years’ experience in a break/fix environment; able to lift heavy equipment (PCs, monitors, printers); strong verbal and written communication skills; a degree of creativity and latitude required.
• Working knowledge of system hardware, printers, scanners, and other peripheral devices.
• Strong communication and customer service skills; experience providing IT technical support to senior leaders.
• Ability to visualize and troubleshoot complex issues remotely; highly developed analytical troubleshooting skills.
• Able to multi-task, work independently with minimal supervision and within a team.
• Ability to obtain and maintain manufacture warranty repair certifications (e.g., HP, Dell, Lenovo, Apple).

Salary Range: $60,000-$70,000 per year.

TCS Employee Benefits

Summary:

• Discretionary Annual Incentive
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans
• Family Support:
  Maternal & Parental Leaves
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing