Field Support Engineer II

Synoptek•Las Vegas, NV

9h•Onsite

About The Position

The Field Support Engineer II is responsible for providing onsite support to Synoptek clients, whether scheduled or on demand. The Field Support Engineer is often considered the ‘face’ of Synoptek and is expected to build strong, trusted relationships with their assigned clients. Every Engineer is measured on completed tickets, resolution met, CSAT (customer satisfaction) and ticket utilization set forth by their direct manager.

Requirements

High School Diploma or GED required
Microsoft role-based certification, A+, Security+, Network+, ITIL Certification or ability to obtain within 6 months of employment
Customarily has at least 2 years of customer facing project management and client engagement experience
Customarily has at least 2 years of technical experience
Ability to provide basic end user support in an enterprise environment

Nice To Haves

Experience troubleshooting issues with Windows & Mac Operating Systems, Microsoft Office Suite, remote access, MS terminal services, Citrix XenApp clients and VMware, preferred
Experienced in deploying OS installation via scripted, unattended methods, Ghost, Sysprep, and other imaging methods, preferred
Experience with Mac Operating Systems, Windows XP/Vista/7/10 and Windows 2003/2008/2012, Citrix XenApp server and client, Exchange 2003/2007/2010, Active Directory, Hardware Firewall/Router (Configuration, maintenance and troubleshooting) and/or VMware ESX 4/5/5.5, preferred

Responsibilities

Triage and assign tickets to the appropriate resource
Actively listening to and engage with clients
Use advanced analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more
Retrieve passwords from password tool
Ensure compliance with Synoptek’s document security standards and policies
Ensure compliance with the company’s code of business ethics, standards, and policies
Remain quality conscious via phone and email with both technical and non-technical customers
Use analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more
Evaluate the issue to determine the problem and identify the source and possible solutions using critical thinking skills
Draw connections between various aspects of a problem, and propose viable solutions that have been tested
Navigate between the amount of time spent on a ticket determining plan of action and escalating the issue to provide excellent customer service
After solving an issue, review the troubleshooting to achieve more efficiency in the future