SALARY RANGE: $55000 + Benefits
HOURS OF WORK: 40 hours per week
LEAVE ENTITLEMENT: 14 days per year
RESPONSIBLE TO: Service Delivery Manager
The number one goal of everyone in our 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 for the Service Delivery Team that need to be handled on-site. They are assigned the support requests that the Junior Helpdesk Technician can’t handle as well as any projects that require on-site implementation.
When help is needed the Field Engineer can turn to the Service Delivery Manager for guidance and support.
RESPONSIBILITIES & TASKS
Work on and resolve escalated Helpdesk Tickets
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with advanced on-site troubleshooting
Provide the Client with on-site installation & removal of equipment
On-Site Hardware Maintenance and Support
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
From time to time the projects team will need additional resource to help deliver projects on-site.
Communication, Reporting & risk
Create and maintain documentation for on-site processes