IT Field Engineer

About the role

We are seeking a self-motivated and dedicated Field Engineer to join our team. Under the direction of the Director of Delivery, you will help clients achieve optimum use of their network infrastructure through needs analysis, procurement support, installation, training, and problem resolution for local and wide area networks. Most field support is onsite, requiring travel to various client sites within Northeast Ohio. Work not requiring onsite service can be performed remotely from home.

Responsibilities

• Communicate professionally and effectively with clients during onsite engagements, ensuring timely written follow-up
• Provide exceptional customer service by listening with empathy throughout project implementations
• Advise clients during recurring service visits on leveraging information technology to achieve business goals
• Troubleshoot, diagnose, and resolve network and system problems
• Configure and install software, servers, firewalls, backup solutions, and other network devices
• Analyze client user needs and recommend appropriate network configurations and products
• Perform client migrations
• Monitor network performance and integrity
• Perform preventative and fault isolation maintenance
• Design and implement network security features for local and wide area networks
• Accurately document all work performed, troubleshooting steps, and solutions in the ticketing system
• Train clients on basic operations
• Participate in on-call rotation
• Achieve daily utilization goals
• Proactively stay current with technology changes, updates, and practices
• Work outside of normal business hours as required

Requirements

• Degree in IT related field and/or equivalent certifications (preferred)
• 3+ years of experience in an onsite design, implementation, and support role
• Strong understanding of Windows OS, Windows Server, and Microsoft 365
• Working knowledge of virtualization, cloud/virtual computing, and wired and wireless networks
• Ability to provide end user desktop support of Microsoft Office, CRM, and ERP software
• Hands-on experience with server and desktop hardware
• Experience with network design and remediation in relation to LAN, WAN, multi-site, and endpoint security
• Familiar with backup and disaster recovery solutions, planning, and testing
• Demonstrated ability to be detail-oriented and manage time effectively
• Adept at working within a cross-functional team
• Capable of providing accurate documentation in relation to knowledge base articles, Standard Operating Procedures, Statements of Work, and Technical Project Plans
• High level of communication, time management, and service skills
• Ability to work with minimal supervision