Field Support Engineer II

Base pay range

$68,000.00/yr - $78,000.00/yr

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.

When a Field Support Engineer II does not have scheduled onsites they will focus 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 operate 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
• Hardware support: installs, configuration changes, updates/upgrades, and troubleshooting of desktops, laptops, mobile devices, printers, multifunction devices, servers, hypervisors, wireless access points, firewalls, routers, switches, peripherals, cables, etc.
• Software support: installs, configuration changes, updates/upgrades, and troubleshooting
• Resolves 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
• Acts as an escalation resource and assists with warm hand‑offs as needed and per direction of Service Desk Manager
• Coordinates appointments and onsite visits per direction of Service Desk Manager
• Assists the provisioning team with provisioning computers both at centrex
  
  IT headquarters and onsite at various client locations
• Serves as an onboarding resource by preparing new client 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 the appropriate party to ensure quoting and implementation occurs in a timely manner
• Identifies Net New Revenue opportunities
• Executes recommended fixes, updates, or change controls where appropriate
• Follows best practices as defined by vendor, manufacturer, or centrex
  
  IT defined processes
• Creates, approves, tests, and adheres to processes and work instructions
• Translates “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 third‑party applications
• Identifies and declares breakdowns within systems and processes
• Communicates 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 KPIs, 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 outages, and following up as necessary
• Responds promptly and professionally with clients and fellow team…