Client Field Service Engineer I

About the position

At R3, we are committed to providing our clients with best-in-class solutions for all of their IT needs. We are relentless in our pursuit of excellence and dedicated to providing our clients with unsurpassed quality, service, and value day in and day out. As we continue to grow and innovate, we are seeking passionate and dedicated individuals to join our team. If you’re ready to join our mission of setting the standard for IT excellence, we are looking for a Client Field Service Engineer I to join our team. As a Client Field Service Engineer I (Onsite/Dedicated), you, and your team provide primarily onsite client support, with potential remote support after hours and/or periodically during weekends. You should bring a high level of customer-centric focus blended with technical expertise that aligns what we do as a business to our client’s mission.

Responsibilities

• Provide onsite, telephone, email, instant messaging technical support to client end users.
• Incident and problem management.
• Troubleshooting and break-fix.
• Procure, install, configure, provision, and troubleshoot hardware, software, licensing, and peripherals.
• Create, maintain, and rollout up-to-date images for workstation provisioning.
• End user training and support.
• Basic network support.
• Onboarding and offboarding of end users.
• Ensure the customer is left ‘whole’ after any work activity.
• Perform advanced troubleshooting steps to resolve various technical issues.
• Document ticket information in detail and communicate status.
• Log accurate and detailed notes within the ticketing system.
• Serve as technical escalation point of contact for Solution Center Engineers.
• Achieve high customer satisfaction levels.
• Configure and troubleshoot issues related to Windows Server, Active Directory, Windows and Mac OS, laptop and desktop hardware, Anti-Virus, Email Security, and Microsoft 365 Applications.
• Document and implement procedures, standards, best practices configurations, settings, installation sequences, and back-out instructions.
• Communicate with Client Services issues that arise during support.
• Work with the Project Management Office during special project implementations.
• Protect client data and ensure appropriate levels of confidentiality, integrity, and availability.
• Proactively anticipate, identify, and resolve problems.

Requirements

• A bachelor’s degree, or equivalent in experience and certifications, from an accredited college or university with a major in Computer Science, Information Systems, Computer Engineering, Business, or other related scientific or technical discipline.
• Exceptional documentation and communication skills.
• Highly organized, team player, responsive, positive, excellent collaborator, and critical thinker.
• Knowledge of networking products and their peripherals such as Firewalls, Switches, Wireless Access Points, etc.
• Strong understanding of the different types of Desktops, Laptops, Tablets, All-In-Ones and their specifications.
• Able to diffuse tense situations and handle people in varying situations.
• Technical training in combination with an industry certification may substitute for some or all the education requirements.
• Practical experience with an enterprise incident management system.
• Practical experience with service management help desk tools.
• Certification from CompTIA, Microsoft, or HDI is a plus.
• Exceptional Customer Service skills.
• Excellent written and verbal communication skills.
• Excellent time management and prioritization skills.
• Exceptional multitasking skills.
• Forward thinking and proactive.

Nice-to-haves

• Certification from CompTIA, Microsoft, or HDI.