IT Field Engineer

Job Description - IT Field Engineer

IT Field Engineers at Thriveon are on the go daily, working as an extension of our support team to troubleshoot and remedy issues onsite at client locations. These IT professionals work with all types of business technology including workstations, tablets, printers, networks, phones and client specific hardware and software. While they usually work independently, they know they have a bank of knowledge available at the office to call on when particularly complex issues arise. The people who thrive in this position are hands-on problem solvers who like variety, and enjoy interacting with people.

GENERAL SUMMARY:

The Field Engineer is primarily responsible for handling all onsite support and project service requests. This relates to all technology, to include: workstations, tablets, servers, printers, networks, phones and vendor specific hardware and software.

Essential Duties and Responsibilities:

• Delight customers with their support request and project experience
• Complete projects on time within budget, and to scope of work
• Implement new or replacement equipment such as workstations, printers, switches, wireless, firewalls, etc.
• Resolve onsite service tickets on first visit
• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
• Basic technical support and setup at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Basic remote access solution implementation and support: VPN and Terminal Services
• Changes are documented in customer’s environments
• Complete provided certification training
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Responsible for entering billable time and expenses as it occurs
• Understand processes by completing assigned training materials
• Enter all work as service tickets
• Other duties as assigned

Knowledge, Skills, and/or Abilities Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associates Degree or 4+ years related experience and/or training; or equivalent combination of education and experience
• Professional IT Certifications, such as: Microsoft MCP, A+, Network+
• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer service
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment
• Ability to make decisions in matters of significance