Field Services Support Engineer, Comanche Peak

Vistra•Glen Rose, TX

1d•Onsite

About The Position

The Field Services Support Engineer will assist clients by providing outstanding customer service for all End User Services. These team members will need to be highly energetic and personable, ready to solve the IT challenges, one problem at a time. Every business relies on IT systems in order to serve their customers, and by helping mentor, guide, and resolve daily issues. The Field Services Support Engineer will be located in our Comanche Peak facility to service site specific requirements.

Requirements

Experienced gained through college degree programs and/or certifications in Information Systems, or equivalent experience
3 years of hardware or software support experience in a large enterprise desired
Knowledge of PC/MAC hardware, software, networking, Active Directory system administration tasks, and mobile devices
Basic to Intermediate knowledge or a scripting language, like power-shell .
Knowledge of Microsoft Windows 10, Office 2016, mobile devices, imaging tools, software distribution tools (SCCM)
Intermediate knowledge of Microsoft Windows 10 to Server 2012 R2
Experience working with IP networking and networking protocols
Experience supporting end user workstations
Strong Analytical, troubleshooting and problem solving skills

Responsibilities

Manage technical support incidents, provide functional support and assistance to a local and remote user base, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently
Receive and respond to user inquiries, requests, and escalations via telephone, email, instant message, and case tracking system professionally with speed, accuracy and proficiency
Drive to remote locations to support the site by installing servers, networking equipment, and fulfill site specific technology needs
Participate in a weekly Genius Bar / Depot Support team that provides local and remote break-fix solutions to the Enterprise
Document activities and resolutions in ITSM solution
Monitor ticketing system and email for notification and internal assistance requests
Troubleshoot and resolve problems to satisfy requests
Complete any necessary research and on the job training to resolve incidents in a timely and efficient manner
Participate in regular quarterly training courses
Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times
Support maintenance of servers, and other devices when requested
Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution
Improve knowledge of, and ability to operate, all technical support tools and technologies
Provide end user training in small group sessions as well as perform new employee mentoring
Participate and/or Lead in supporting IT requirements for events such as large conference/departmental meetings or company town halls
Contribute technical solutions to the IT Knowledge Base
Participate in projects and initiatives as directed by leadership