Field Support Engineer II – NA

Synoptek•Chicago, IL

About The Position

The Field Support Engineer II provides onsite support to clients for scheduled and on-demand service needs. As a client-facing technical support resource, the role triages and assigns tickets, resolves technical issues, supports end-user incidents, and maintains trusted client relationships. The position supports ticket management, customer satisfaction, root cause analysis, backup remediation, patch deployment and alert remediation, password retrieval, documentation security compliance, and troubleshooting across Windows, Mac, Microsoft Office, remote access, terminal services, server, cloud, and network environments. The role requires quality-conscious communication with technical and non-technical customers and adherence to business ethics, organizational standards, client policies, and document security standards. The engineer evaluates and troubleshoots issues, recommends and tests viable solutions, balances troubleshooting with timely escalation, and reviews completed troubleshooting steps to improve future efficiency. The position also supports operating system deployment using scripted, unattended methods and imaging tools.

Nice To Haves

Experience in customer-facing project management, client engagement, technical support, end-user support, Service Desk support, and ticket management.
Experience with Windows and Mac operating systems, Microsoft Office Suite, remote access, terminal services, servers, cloud platforms, and network troubleshooting.
Experience with patch remediation, backup remediation, root cause analysis, and operating system imaging.

Responsibilities

Provide onsite support to clients for scheduled and on-demand service requirements.
Triage tickets and assign them to the appropriate resource.
Listen to and engage with clients to understand technical issues and support needs.
Retrieve passwords from password management tools as required.
Comply with document security standards, business ethics, organizational standards, and client policies.
Communicate by phone and email with technical and non-technical customers.
Use analytics to support backup remediation, root cause analysis for infrastructure outages, patch deployment, and patch-related alert remediation.
Evaluate issues, identify their source, and recommend possible solutions using critical thinking.
Develop and propose tested, viable solutions by connecting different aspects of a problem.
Balance troubleshooting time with timely escalation to provide customer service.
Review troubleshooting steps after resolving issues to improve future efficiency.
Troubleshoot Windows and Mac operating systems, Microsoft Office Suite, remote access, terminal services, servers, cloud platforms, and networks.
Support operating system installation and deployment using scripted, unattended methods, Ghost, Sysprep, and other imaging methods.
Provide basic end-user support in an enterprise environment.
Follow through on commitments and maintain a can-do attitude while demonstrating integrity and courage under pressure.