Associate Engineer, Field Services

About the Company

IT Solutions is a nationally recognized leader in the IT space with over 25 years of experience and thousands of satisfied clients. We are a fast-growing Managed Service Provider specializing in high-end technology solutions for small and mid-market businesses. Our values include Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If these values align with yours, we invite you to join and grow with us as we innovate new ways to help businesses Experience Excellence.

About the Role

The Associate Engineer, Field Services is part of the Managed Services team responsible for providing onsite support to multiple clients and handling escalated inquiries for their products and services. This role requires a dedicated, relentless problem solver who enjoys learning new technologies and resolving diverse technical challenges. Most clients rely on us as their sole technological resource, so the ability to manage client-down situations with excellent customer service is essential.

Responsibilities

• Travel onsite to client offices to provide services; days not spent traveling will be worked onsite at IT Solutions or remotely from home.
• Install and configure workstations, laptops, printers, routers, and other peripheral equipment.
• Answer technical service calls and create customer tickets.
• Troubleshoot and triage customer issues to identify root causes in a timely manner and document findings.
• Provide phone and onsite support to end users with an enthusiastic attitude to analyze, troubleshoot, and resolve issues to the customer’s satisfaction.
• Ensure creation of tickets and escalate to appropriate groups as needed.
• Analyze and troubleshoot logs, track problem nature and resolution, and perform all levels of routing incident analysis.
• Interact and collaborate with multiple advanced technician groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution.
• Work regularly with client’s internal service and project coordinators who assign tickets.

Requirements

• Bachelor’s Degree or equivalent experience in a related field.
• 3 years in a helpdesk role, triaging reported issues and incidents by customers.
• 2+ years’ work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center, and security technologies.
• Experience managing or troubleshooting all Windows desktop and Windows Server (2012-Current) versions.
• Experience managing or troubleshooting Office 365 Exchange online and Microsoft Exchange 2013-Current.
• Experience with firewalls and remote access VPNs such as Cisco AnyConnect, Meraki, Sonicwall, Fortinet, etc.
• Experience with ticketing systems like ConnectWise Manage.
• Familiarity with tools and technologies such as ConnectWise, Solarwinds, Cisco Networking Products, Ubiquiti, Ruckus, Aruba, VMWare, Dell, and Adobe.
• Good understanding of Active Directory, including manipulating users/groups and Office 365 Administration.
• Experience with PC/workstation migration and setup.
• Experience providing support using Remote Management Tools.

Skills

• Confident and comfortable with client-facing activities.
• Strong oral and written communication skills.
• Ability to communicate effectively with internal team members, customers, clients, and stakeholders.
• Exceptional organizational skills, including the ability to self-manage and multitask effectively in a fast-paced environment.
• Passion for solving problems and helping others, with initiative to drive continuous improvement.
• Understanding of all Microsoft 365 offerings and a basic understanding of Active Directory.
• Ability to troubleshoot and configure hardware such as printers and laptops.
• Ability to lift at least 50 pounds and be comfortable climbing step ladders.

Qualifications

• CompTIA A+, Microsoft Windows, or Apple macOS certification (preferred but not required).
• Cisco Certifications (a plus).
• Proficient in a recent version of Microsoft Office suite.
• Valid driver’s license and reliable transportation (majority of work is at client offices across the Albuquerque, NM area; mileage reimbursed).

Benefits

• Rich medical and prescription plans.
• Dental and vision coverage.
• Paid holidays and flexible paid time off.
• 401K/401K Roth with Safe Harbor matching.
• Stock Appreciation Rights.
• Company-paid life insurance, long-term and short-term disability insurance.
• Company-paid mental health support and financial wellness services.
• FSA for medical and dependent care.
• HSA option with compatible medical plan.
• Company-paid training, materials, and exams.
• Performance-based bonuses.