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. This is an exciting opportunity to join a high-caliber, ever-growing, ever-evolving IT organization that drives growth and delivers clarity.

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.
• 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, and troubleshooting.
• Experience with 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.
• Must have experience working directly with customers onsite.

Location

Schaumburg, Illinois, United States (USA)