IT Field Engineer

Responsibilities

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced troubleshooting
• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Maintain Client Documentation
• Split tickets that have several issues into their own individual ticket
• Ensure tickets aren’t “stale” throughout the process
• Create and maintain documentation for on-site processes
• Escalate tickets that require Service Delivery Manager support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
• Follow the schedule provided by the Service Delivery Manager or Service Coordinator
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Manager

Skills and Attributes

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Understanding of support tools, techniques and how technology is used to provide services
• Understanding of operating systems, business applications, printing systems and network systems
• Diagnosis skills of technical issues related of end-user hardware & software and network devices
• Experience and knowledge of working with the Microsoft 365 Platform
• Experience in workstation migrations
• Experience working with vendors for expedited troubleshooting of hardware and software systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Great Communications skills, founded in being a good listener
• A deep desire to deliver an amazing Client Experience
• The ability to keep up with & adapt to the fast-paced IT world

Perks

• We offer Health / Dental and Vision coverage
• An easy-going environment and culture (we all enjoy what we do)
• The flexibility to work from home (we run a Hybrid office)
• Subscription to Cybrary.it
• A High-Powered Laptop
• A Proactive Approach to Ongoing Training to help you develop life-long skills

Pay

Salary: $68k - $70k