JOB TITLE: Field Engineer SALARY RANGE: $55000 + Benefits HOURS OF WORK: 40 hours per week LEAVE ENTITLEMENT: 14 days per year RESPONSIBLE TO: Service Delivery Manager overview 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 Customer service 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 PROJECT WORK 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 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 Submit Timesheets & Expense reports as indicated on their SOPs Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients Team work Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher 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 Coordinator, Service Delivery 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 Advanced experience and understanding of structured cabling (tidy cable management is a must) Advanced experience installing and maintaining networking and VoIP equipment Advanced experience and knowledge of working with the Microsoft 365 Platform Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc) Advanced 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 Drivers license <indicate needed class/type> The ability to speak both Geek and Human The ability to keep up with & adapt to the fast-paced IT world Nice to have 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, MCSA or MCSE, ITIL, ITSM, 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. Perks · Get your birthday off 🤓 · Generous incentives for reaching Team and Company Goals · An easy-going environment and culture (we all enjoy what we do) · The flexibility to work from home (we run a Hybrid office) · High-Powered Laptop · A Proactive Approach to Ongoing Training to help you develop life-long skills CAREER GROWTH For someone looking to progress their role, the Field Engineer naturally leads into roles such as: the Service Delivery Manager or CTO.