Field Engineer

K3 Technology•Greenwood Village, CO

11d•Hybrid

About The Position

K3 Technology is a Managed Services Provider based in Denver, CO. We have clients around the U.S. and we attempt to provide more than just services to our clients, but instead, a strategic partnership. K3 Technology is an employee-centric organization. We recognize that many of the best organizations and longest standing organizations have something in common: people. Whether you are an employee or a client at K3 Technology, we take care of you. And if you are an employee, we take even better care of you. The quality of our partnerships and services depends on the health and well-being of our employees, and that is why taking care of you as a K3 employee will be at the top of our priorities. As an employee of K3 Technology, we would ensure that you have the proper tools and access to training to perform your assigned job duties. We highly encourage personal and professional growth. A healthy work/life balance for our employees is a top priority. K3 offers competitive PTO packages and exceptional health insurance to make sure that employees have the means necessary to maintain their well-being. We do our best to accommodate time-off requests, especially at times of high-stress. We manage our workforce in an empathic way, being considerate of everyone’s needs both at and away from the job. K3 also makes every effort to provide a safe and communicative work environment. We encourage all employees to speak up any time to share ideas and discuss challenges. We train team leaders to have open door policies, and to check in with employees regularly to offer encouragement, praise or advice. Other things that are important to K3 are transparency, communication, and accountability. These might sound like qualities that we would present to clients, and they are. However, we can only provide these qualities externally if they are present internally. That is why we will make every attempt to make it clear what our company goals are, what our goals for you as an employee are, communicate changes and expectations clearly, be open for communication from you, and make every effort to be held accountable on our core values, goals, and your success. The Support + Field Engineer is a critical role responsible for providing first-rate technical support to our clients in a timely, efficient, and empathetic manner. At K3, we don’t just "close tickets"; we solve problems for people. Because our clients view us as a strategic partner, we are looking for an engineer who understands that soft skills are just as vital as technical expertise. This role requires a high degree of emotional intelligence and a passion for providing white-glove customer service. You should be someone who can translate complex technical issues into plain English while maintaining a calm, professional demeanor under pressure. We need a team member with a sharp eye for detail and takes complete ownership of a task from the initial phone call to the final documentation entry. This position involves extensive interaction with clients and will require travel to offices throughout the Denver and Colorado Springs Metro areas. When not on-site, you will work in our queue, assisting with remote support, asset management, and inventory logistics.

Requirements

Strong analytical and problem-solving skills.
Deep understanding of and passion for technology.
Ability to take ownership and pride in work.
Excellent interpersonal skills and a passion for customer service.
Adaptability in a fast-paced and dynamic environment.
Proficiency in various IT support and network administration tasks.
Experience with system administration and process improvement techniques.
Capabilities in analyzing information and network troubleshooting.
Skills in technical documentation and quality assurance practices.
Familiar and comfortable with: MS Windows, MS Windows Server, MacOS, Addigy, NinjaRMM, Connectwise Control, Meraki, Sonicwall, Microsoft Azure, Microsoft 365, Intune and AutoPilot, KnowBe4, ProofPoint Essentials, Mimecast, SentinelOne EDR, Monday, Huntress, HaloPSA, MS Office Products, Ubiquiti, VMWare, Veeam, Powershell and scripting, Synology

Nice To Haves

Certifications in ITIL, CompTIA, Microsoft Azure, Microsoft 365, or other related fields.
Experience working for an MSP is a huge plus!

Responsibilities

Provide multi-tiered technical support, including troubleshooting of client, server, and stand-alone applications.
Resolve issues related to LANs, WANs, and internet connectivity.
Handle hardware and software problems, particularly in conjunction with Office 365.
Utilize knowledge bases and technical tools for diagnosing and repairing client issues promptly.
Troubleshoot and repair system problems efficiently.
Maintain and troubleshoot computer hardware, server hardware, network hardware, and software.
Implement actions to mitigate security risks and vulnerabilities.
Collaborate with team members to ensure adherence to change management protocols.
Escalate issues with senior team members or management which you believe may be a security risk.
Document all issues, activities, and special requests in the ticketing system.
Maintain up-to-date client documentation, including SOPs, knowledge bases, environment information, etc.
Facilitate and maintain relationships between company stakeholders, clients, and vendors.
Ensure a high client satisfaction rate through excellent service delivery.
Travel to client locations to provide in-person support as needed, and for regularly scheduled times for staff agreements.
Conduct regular audits of physical assets to ensure accuracy of inventory.
Update and maintain a comprehensive list of assets, including their status, location, and users.