Field Services Engineer - Dedicated

ConvergeOne-posted 3 months ago
$65,000 - $90,000/Yr
Entry Level
Indianapolis, IN
1,001-5,000 employees
Professional, Scientific, and Technical Services
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The Field Services Technician - Dedicated works to provide quick response to customer requests for network support. The tasks performed will include but not be limited to, system, device, OS, software and applications troubleshooting and problem evaluation as well as performing and/or supporting the necessary troubleshooting required to return the equipment to functional status. The Field Service Technician - Dedicated will also be instrumental in preparing reports for any un-solved issue and follow escalation process. This position is dedicated 100% to a specific client.

  • Ensures exceptional client satisfaction is consistently delivered and maintained
  • Responds to customer requests for install/repair and performs scheduled maintenance of equipment to high standards and to the satisfaction of their specified customer
  • Prepares for installations, upgrades, repairs and disconnects by reviewing work orders; obtains necessary equipment, supplies and tools; and evaluates install location
  • Reads topologies, technical documentation etc. to assist with troubleshooting and/or diagnostics
  • Diagnoses/troubleshoots voice and network issues
  • Ensures end-point systems are functioning and with optimal performance by testing equipment and connections and identifying and correcting any issues
  • Identifies proactively product/service sales opportunities at client sites and processes work order modifications as necessary
  • Troubleshoots and supports 3rd party software and applications
  • Completes required paperwork (timesheets, service orders, forms, inventory, expense reports, and equipment related items)
  • Adheres to procedures and safety requirements as appropriate
  • Manages client's SLAs
  • Programming and maintaining various daily reports using Python including duration of down WAN links and Access Points
  • Code in python to create scripts for as needed reports
  • Proficient with layer 3 - network dynamic routing(OSPF/BGP)
  • Troubleshoot various network protocols via Wireshark or equivalent
  • Certificate troubleshooting
  • Performs work as directed by the Client
  • Bachelor's degree in an IT related or Business field preferred from an accredited university
  • Cisco CCNA or equivalent
  • CompTIA A+ and/or CompTIA Server+ certification or equivalent knowledge
  • Specific platform knowledge is a must - Cisco, Fortinet, Extreme and Palo Alto networks
  • Experience and knowledge of change management principles, methodologies and tools
  • Ability to work well in a cross-functional team environment
  • Must have excellent organizational and multi-tasking skills
  • Excellent verbal, written, and presentation skills
  • Ability to demonstrate high standards of conduct and ethics as well as appropriate judgment, independence, and discretion
  • Strong analytical, interpersonal, and relationship building skills
  • Must have legal authorization to work in the U.S. for any employer
  • Strong work ethic and personal drive to excel
  • Strong sense of urgency and commitment to get the job done
  • Superior negotiation, coordination, and conflict resolution skills
  • Ability to adapt to change quickly
  • Requires a valid driver's license
  • Excellent customer service skills
  • CompTIA A+ and/or CompTIA Server+ Certificate
  • Cisco CCNA
  • Problem analysis and problem-solving
  • High stress tolerance
  • 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
  • Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser)
  • HSA with + Employer Contribution
  • In-vitro Fertility (treatment coverage)
  • Dental
  • Vision (2 plans: 12-month and 24-month frames allowance)
  • FSA Plans (Healthcare, Dependent care and Limited Purpose)
  • Pre-tax Commuter Plans
  • Employer-paid Life Insurance
  • Employer-paid Short + Term Disability
  • Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments)
  • Paid Parental Leave (4 weeks at 100%)
  • Employee Assistance Plan
  • Voluntary Life Insurance
  • Legal/ID Theft Plans
  • TeleHealth Options
  • Wellness via Omada Health (healthy living solution)
  • Travel Assistance
  • Business Travel Accident Coverage
  • Employer-paid Pet Telehealth
  • Accident Insurance
  • Critical Illness Insurance
  • Hospital Indemnity Insurance
  • Volunteer Time Off
  • On Demand Pay (Daily Pay)
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