Associate Engineer, Field Services
About The Position
The Associate Engineer, Field Services is part of the Managed Services team, supporting multiple clients onsite and handling escalated inquiries about their products and services. This role calls for a dedicated problem solver who can learn new technologies, resolve varied technical challenges, follow best practices, and carefully consider the potential effects of significant changes. The position requires managing the stress of client-down situations while consistently providing excellent customer service. The engineer travels to client offices across the Tucson, Arizona area to provide services. On days without client travel, work is performed onsite at IT Solutions or, at times, from home. The role provides phone and onsite end-user support, installs and configures technology equipment, triages and documents incidents, and coordinates with advanced technician groups, vendors, and client coordinators to drive issues to resolution. Mileage for client-office travel is reimbursed.
Requirements
- Confident and comfortable with client-facing activity.
- Strong oral and written communication skills.
- Ability to communicate effectively with internal team members, customers, clients, and stakeholders.
- Organized and detail-oriented, with the ability to self-manage and multitask effectively and accurately in a fast-paced, dynamic environment.
- Initiative in driving continuous improvement and execution excellence, with a passion for solving problems and helping others.
- Understanding of Microsoft 365 offerings and a basic understanding of Active Directory.
- Ability to troubleshoot and configure hardware such as printers and laptops.
- Ability to lift at least 50 pounds and climb step ladders.
- Bachelor's degree or equivalent level of experience in a related field.
- 3 years in a helpdesk role triaging customer-reported issues and incidents.
- At least 2 years of work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center, and security technologies.
- Experience managing or troubleshooting Windows desktop and Windows Server versions from 2012 to current.
- Experience managing or troubleshooting Office 365 Exchange Online and Microsoft Exchange versions 2013 to current.
- Experience with at least one listed firewall or remote access VPN: Cisco AnyConnect, Meraki, SonicWall, or Fortinet.
- Experience with a ticketing system such as ConnectWise Manage.
- Good understanding of Active Directory, including managing users and groups and performing Office 365 administration.
- Experience with PC/workstation migration and setup.
- Experience providing support using remote management tools.
- Proficiency in a recent version of the Microsoft Office suite.
- Valid driver's license and reliable transportation.
Nice To Haves
- CompTIA A+, Microsoft Windows, or Apple macOS certification; Cisco certifications are also a plus.
- Experience with ConnectWise, SolarWinds, Cisco networking products, Ubiquiti, Ruckus, Aruba, VMware, Dell, or Adobe.
Responsibilities
- Travel to client offices as defined to provide services.
- Install and configure workstations, laptops, printers, routers, and other peripheral equipment.
- Answer technical service calls and create customer tickets.
- Triage customer issues, identify root causes promptly, and document issues.
- Provide phone and onsite support to end users, troubleshooting and resolving issues to the customer's satisfaction.
- Create tickets and escalate them to the appropriate groups.
- Analyze and troubleshoot logs, track the nature and resolution of problems, and perform routing incident analysis at all levels.
- Work with advanced technician groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution, often coordinating across multiple groups.
- Work regularly with client internal service and project coordinators who assign tickets.
Benefits
- Rich medical and prescription plans.
- Dental and vision coverage.
- Paid holidays and flexible paid time off.
- 401(k) and Roth 401(k) with Safe Harbor matching.
- Stock Appreciation Rights.
- Company-paid life insurance and short-term and long-term disability insurance.
- Company-paid mental health support and financial wellness services.
- Flexible spending account for medical and dependent care.
- Health savings account option with a compatible medical plan.
- Company-paid training, materials, and exams.
- Performance-based bonuses.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
