Associate Engineer, Field Services

IT Solutions Consulting • Tucson, AZ

1d

About The Position

The Associate Engineer, Field Services is part of the Managed Services team, supporting multiple clients onsite and handling escalated inquiries about client products and services. The role calls for a dedicated problem solver who can learn new technologies, work through varied technical challenges, apply best practices, and carefully consider the effects of changes. It also requires managing the stress of client-down situations while consistently providing excellent customer service.

The position includes travel to client offices across the Tucson, Arizona area, with mileage reimbursed. Work not spent traveling is performed onsite at IT Solutions or, at times, from home. The role provides phone and onsite support to end users and involves installing, configuring, troubleshooting, documenting, and escalating issues across client systems and equipment.

The position offers a base salary of $27–$31 per hour plus performance-based bonuses. IT Solutions describes itself as a fast-growing Managed Service Provider serving small and mid-market businesses, with over 25 years of experience and thousands of clients.

Requirements

• Bachelor's degree or equivalent level of experience in a related field.
• Three years in a helpdesk role, triaging customer-reported issues and incidents.
• At least two 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 2012 through current.
• Experience managing or troubleshooting Office 365 Exchange Online and Microsoft Exchange 2013 through current.
• Experience with firewalls and remote-access VPNs such as Cisco AnyConnect, Meraki, SonicWall, or Fortinet.
• Experience with a ticketing system such as ConnectWise Manage.
• Understanding of Active Directory, including managing users and groups, and Office 365 administration.
• Experience with PC/workstation migration and setup.
• Experience providing support using remote management tools.
• Understanding of Microsoft 365 offerings and basic understanding of Active Directory.
• Ability to troubleshoot and configure hardware such as printers and laptops.
• Strong oral and written communication skills, including effective communication with internal team members, customers, clients, and stakeholders.
• Confidence and comfort with client-facing work; strong communication and interpersonal skills.
• Ability to stay organized, detail-oriented, self-managed, and effective at multitasking in a fast-paced, dynamic environment.
• Initiative and enthusiasm for solving problems, helping others, and driving continuous improvement and execution excellence.
• Ability to lift at least 50 pounds and comfort climbing step ladders.
• Proficiency in a recent version of the Microsoft Office suite.
• Valid driver's license and reliable transportation.

Nice To Haves

• CompTIA A+ certification.
• Microsoft Windows certification.
• Apple macOS certification.
• Cisco certifications.
• Experience with ConnectWise, SolarWinds, Cisco networking products, Ubiquiti, Ruckus, Aruba, VMware, Dell, or Adobe.

Responsibilities

• Travel onsite to client offices as scheduled 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, troubleshoot promptly, and document issues and resolutions.
• Provide phone and onsite end-user support with an enthusiastic, customer-focused approach.
• Create tickets and escalate issues 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, update clients, and drive incidents to resolution, including coordination across multiple groups.
• Work regularly with the client's internal service and project coordinators who assign tickets.

Benefits

• Rich medical and prescription plans.
• Dental and vision plans.
• 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- 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level