The number one goal of everyone in our Service Operations team is to make our Clients exceptionally happy. The Field Engineer plays an important role in making sure that happens.

The Field Engineer handles escalated support requests from the Help Desk that need to be handled on-site. They are assigned support requests that the remote help desk cant handle as well as any projects that require on-site implementation.

When help is needed, the Field Engineer can turn to the Field Services Supervisor and the Service Manager for guidance and support.

RESPONSIBILITIES & TASKS

Customer Service

• Work on and resolve escalated Help Desk tickets
• Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with basic remote troubleshooting

Use of our Ticketing System

• 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

Use of our Monitoring & Management Tool

• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes

Project Work

• From time to time the projects team will need additional resource to help deliver projects either on-site.

Communication, Reporting & Risk

• Create and maintain documentation for on-site processes
• Escalate tickets that require Service 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
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Manager and Clients

Team Work

• Follow the schedule provided by the Field Services Supervisor or Service Manager.
• 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 Field Services Supervisor, Service Manager or CTO

Skills and Attributes

Desired

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Advanced understanding of support tools, techniques and how technology is used to provide services
• Advanced understanding of operating systems, business applications, printing systems and network systems
• Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
• Experience and understanding of structured cabling (tidy cable management is a must)
• Experience installing and maintaining networking and VoIP equipment
• Experience and knowledge of working with the Microsoft 365 Platform
• Advanced experience in clean working installations (tidy cable management for end-user devices, which as computers, monitors, printers, etc)
• Experience working with vendors for expedited troubleshooting of hardware and software systems
• Must be able to tyupe quickly and accurately while talking on the phone
• A desire to deliver an amazing Client Experience
• Advanced knowledge of IT Applications, Software and Hardware
• Great Communications skills, founded in being a good listener.
• Drivers License

Nice to have but not necessary

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Strong understanding of operating systems (Windows & MacOS), business applications, printing systems and network systems
• Professional IT Certifications such as Comptia A+, Net+, Microsoft, 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.

CAREER GROWTH

For someone looking to progress their role, the Field Engineer naturally leads into roles such as: the Network Engineer, Solutions Architect, Account Manager, or other management positions.