IT Field Engineer

Enhanced Computing Solutions•Glencoe, MD

19d•Hybrid

About The Position

The number one goal of everyone in our team is to make our Clients exceptionally happy. The IT Field Engineer plays an important role in making sure that happens. The IT Field Engineer handles escalated support requests for the Service Delivery Team, that require an onsite visit. When help is needed the IT Field Engineer can turn to the Service Delivery Manager for guidance and support.

Requirements

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

Nice To Haves

Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Professional IT Certifications such as Microsoft MCP, etc.
Client Experience Certifications such as Helpdesk Habits etc.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

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
Make sure that Client Documentation in well maintained
Split tickets that have several issues into their own individual ticket
Make sure that 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 Keeping 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