Field Support Engineer III

At Synoptek, we think globally and act locally. As the world's first Managed Experience Provider (MxP™), we provide world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client base to grow and transform their businesses.

About the role

The Field Support Engineer III is responsible for providing onsite support to clients for scheduled and on-demand service needs while handling infrastructure escalations from the field support team. This role serves as a senior client-facing technical support resource, mentors Field Support Engineers I and II, supports ticket resolution, applies advanced troubleshooting and analytics, and builds trusted client relationships.

Responsibilities

• Provide onsite support to clients for scheduled and on-demand service requirements.
• Receive and resolve infrastructure escalations from Field Support Engineer I and II team members.
• Mentor Field Support Engineers I and II by providing guidance, knowledge sharing, and troubleshooting support.
• Proactively anticipate and escalate issues to ensure prompt response and resolution.
• Maintain current knowledge of support policies and delivery methods to provide accurate customer solutions.
• Recommend software and hardware platforms aligned with client business strategy using sound judgment.
• Determine system specifications and evaluate technology solutions for clients.
• Follow established ticketing processes and document issues thoroughly and in a timely manner.
• Prioritize proactive tasks to improve system performance and reduce reactive troubleshooting.
• Apply advanced ITIL principles in support and service delivery activities.
• Access and retrieve credentials securely using authorized password management tools.
• Ensure compliance with document security policies, procedures, client ethics standards, and business policies.
• Deliver high-quality communication through phone and email to technical and non-technical users.
• Prepare formal and informal documents or presentations to communicate clear perspectives to internal teams.
• Set and manage audience expectations by clearly defining actions and timelines.
• Apply advanced analytics for backup remediation, root cause analysis, patch deployment, and alert resolution.
• Analyze issues using critical thinking to identify root causes and effective solutions.
• Identify relationships among problem components and propose tested, practical resolutions.
• Balance troubleshooting time with timely escalation to maintain strong customer service.
• Conduct post-resolution reviews to improve future troubleshooting efficiency.
• Leverage and contribute to the knowledgebase to support issue resolution and knowledge sharing.
• Participate in on-call rotation and provide support during non-standard business hours as required.
• Support system performance improvement, root cause analysis, patch deployment, backup remediation, alert resolution, secure credential handling, documentation, and ITIL-based support practices.
• Troubleshoot across Windows, Mac, real-time communication platforms, cloud infrastructure, networking, applications, server, and endpoint environments.

Requirements

• 5 to 8 years of experience in customer-facing project management, client engagement, technical support, infrastructure escalation, field support, ticketing, troubleshooting, Windows, Mac operating systems, Microsoft Office Suite, remote access, terminal services, servers, cloud platforms, networking, real-time communication platforms, applications, OS deployment, Ghost, Sysprep, and imaging methods.

Skills

• Active Directory administration
• Okta
• Slack support
• O365 support
• Entra ID
• Laptop imaging and shipping/logistics
• Customer service/communication
• ServiceNow (desirable)
• ITIL Foundation (desirable)
• Basic networking (LAN/WiFi troubleshooting) (desirable)
• Intune/Endpoint Manager (desirable)

Location

Hickory, North Carolina, United States (USA)