Field Systems Engineer

About the role

Field Systems Engineer works independently to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

Responsibilities

• Act as primary IT contact across multiple sites providing exceptional customer service while ensuring all IT systems are fully functional.
• Work independently in troubleshooting and providing solutions to unresolved software and hardware problems through incident management system.
• Install, replace, and configure hardware and software for Windows Desktop/Laptops, printers, hand-held scanners, and Microsoft Office.
• Consult with customers on all aspects of end-user computing and desktop-based systems software; resolve more complex, less defined issues and escalations.
• Interface with centralized IT Global teams and vendors to resolve incidents.
• Perform minor and major support utilities.
• Provide second-tier technical support to internal and external customers.
• Maintain and increase industry knowledge on applicable products/applications via training, documentation, and personal research.
• Document customer contacts, issues, and resolutions in the incident management system.
• Provide input for new applications, features, application usability, and supportability.
• Submit proposed solutions to issues in knowledge base for internal/external documentation.
• Act as SME for consultation on site-related IT issues.
• Approve and test new equipment, build specs for standard deployments.
• Handle distribution of equipment across the organization.
• Support IT Procurement for approval of equipment needs, hardware inventory, and asset management.
• Site travel required to audit site preparedness for peak season operations.
• Support distribution center move or new set-up activities.
• Able to work on-call rotation in a 24/7 environment.
• Additional duties as assigned.

Requirements

• Bachelor’s degree in IT or equivalent years of experience in supporting Microsoft Desktop Technologies required.
• Two years of experience in providing PC Technician/Desktop Support required.
• In-depth knowledge of hardware/software installation, configuration, troubleshooting, and resolving Windows Desktop related issues preferred.
• Knowledge in the following technologies is a plus: Installing Windows system Images, AD, Lenovo and Dell hardware platforms, Service desk software, and remote control utilities.
• Must be able to work independently managing site expectations, complete end-user requests, troubleshoot problems, and escalate unresolved technical problems to the proper level.
• Microsoft, Cisco, and CompTIA Certifications preferred but not required.
• Candidate should have a background that includes meeting high standards of customer service satisfaction, exceeding SLAs, and working in a team environment to complete tasks.
• Strong written and oral skills for effective communication to multiple levels of employees.

Physical Requirements

• Required to move technical equipment weighing up to 50 lbs, including crouching, bending, or kneeling to connect technical equipment.
• Works in a manufacturing environment. Some abnormal variations in temperature, humidity, unavoidable fumes, noise, dust, and atmospheric conditions may exist.
• Up to 10% travel.

Benefits

• Competitive Pay
• Bonus Programs
• Retirement Savings - 401k with company match
• Medical, Dental, Vision, Well-being programs
• FSA/HSA availability
• Tuition Reimbursement
• Paid Time Off including vacation and sick time
• Company Paid Holidays and Floating Holidays
• Paid Parental Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Short Term and Long-Term Disability
• Life Insurance