L2 Field Engineer

LeadingIT • Bourbonnais, IL

20h • $55,000 - $55,000 • Onsite

About The Position

We are seeking a Level 2 Field Engineer who is detail-oriented, enjoys problem-solving, and thrives on variety. This role involves handling a wide range of client support requests, deploying hardware, performing PC imaging, and providing on-site support. You will determine the best solutions for customer issues, follow up on customer status, identify areas for procedural improvement, and guide customers through troubleshooting. This position also involves addressing escalated issues, performing remote troubleshooting, documenting all actions, and creating/maintaining documentation.

Requirements

• Proven experience as a help desk technician or other customer support role
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Passionate (and patient) about problem solving and customer service.
• Diligent with note taking, following process, and documentation.
• Driven to learn more, stay positive, and grow; not only as a team member but in all of life.
• Driven to succeed at work and in all of life, hard work required
• ACCOUNTABLE to our clients as well as our company
• Keep a POSITIVE mindset with a solution focus.
• Desire for EXCELLENCE in what we do, all day every day.
• HUMBLY CONFIDENT you can make it happen, and if not, able to ask for help.

Nice To Haves

• CompTia A+ and Net+ certifications are a plus!

Responsibilities

• Handling a massive variety of client support requests from a diverse client base
• Hardware deployment to clients
• PC Imaging
• Determine the best solution based on the issue and details provided by customers
• Travel on-site to clients organization
• Follow-up and update customer status and information
• Identify and suggest possible improvements on procedures
• Walk the customer through the problem-solving process
• Address issues that have been escalated
• Perform remote troubleshooting
• Record notes regarding the issue and troubleshooting taken
• Create and maintain documentation

Benefits

• Salary for this role is $55,000.
• Ascension plan if applicable
• We provide 100% company paid health, dental, life, and vision benefits – value of $4,500 to $14,000/year
• We match 5% of your contributions to Guideline 401k – value of 5% of salary.
• Open Door PTO policy
• Company provided gear (notebook + softphone) as well as company clothing.
• LeadingIT has committed to distributing $5 million in profit back to our team over the next 10 years

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed