Field Support Engineer III

Synoptek

16h•Onsite

About The Position

Synoptek is a Managed Services Provider offering world-class strategic IT leadership and hyper-efficient IT operational support to enable global clients to grow and transform their businesses. The company has experienced continuous growth and is seeking to add talent to its team, fostering a fun and connected environment with employee benefits extending beyond general compensation into company-sponsored events and an invested culture of learning. The Field Support Engineer III role is an opportunity within one of the fastest-growing Managed Services Providers. This position is responsible for providing onsite work to Synoptek clients, both scheduled and on-demand. The role also involves receiving infrastructure escalations from the team and serving as a mentor to Field Support Engineer I and II. Field Support Engineers are considered the 'face' of Synoptek and are expected to build strong, trusted relationships with assigned clients. Performance is measured on completed tickets, resolution met, CSAT (customer satisfaction), and ticket utilization as set forth by the direct manager.

Requirements

Bachelor’s degree in related field from an accredited college or university or 1:1 work experience equivalent
Microsoft role-based certification, A+, Security+, Network+, ITIL Certification or ability to obtain within 6 months of employment
At least 3 years of customer facing project management and client engagement experience
At least 3 years of technical experience
Experience troubleshooting issues with Windows & Mac Operating Systems, Microsoft Office Suite, remote access, MS terminal services, Server, Cloud platforms, and/or Network experience.
Experience with Mac Operating Systems, Windows Operating Systems, Real Time Communication Platforms, Cloud Infrastructure, Networking, and Applications. Ability to diagnose issues, troubleshoot, and consult.
Possesses excellent communication skills, makes a concentrated effort to speak the customers language. Ability to field questions with concise, well-constructed responses
Shows integrity, innovation, and accountability in completing daily assignments
Solutions focused and driven to resolve conflict quickly and precisely. Proactively looks for opportunities to contribute to the company’s business goals
Willing to learn and ask questions. Constantly looking for new ways to improve yourself. Ability to adapt and grow in a fast-paced environment
Embraces both customers and colleagues as team members. Ability to be flexible, respectful, engaged and collaborative
Understanding of current metrics measured and how work impacts those measures
Know limitations and when to ask for help, including seeking advice from experienced Synoptek colleagues
Listen and actively seek to understand expectations held by the client, manager, and teammates, including understanding what it takes to meet expectations and how these evolve and change over time.
Exercises independent judgement and performs tasks with limited supervision
Operate with integrity, follow through on commitments, maintain a can-do attitude and demonstrate courage under pressure
Comply with HR policies and meet general employment expectations

Nice To Haves

Experience in deploying OS installation via scripted, unattended methods, Ghost, Sysprep, and other imaging methods

Responsibilities

Anticipate and/or escalate issues proactively to ensure quick response/resolution times
Acquire and maintain knowledge of current support policies and methods of support delivery to provide accurate solutions to customers
Adhere to ticketing processes and documents issues appropriately and in a timely fashion.
Focus on proactive tasks as they are the foundation for increased system performance and reduced reactive tasks
Demonstrate advanced knowledge of ITIL concepts
Retrieve passwords from password tool
Ensure compliance with Synoptek’s document security standards and policies
Remain quality conscious via phone and email with both technical and non-technical customers
Write formal/informal documents/presentations based on a structured outline, conveying a point of view to the work team
Manage audience expectations by specifying actions and their expected timeline
Ensure compliance with the client’s code of business ethics, standards, and policies
Use advanced analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more
Evaluate issues 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
Use and contribute to resources such as the Knowledgebase in the Synoptek portal to aid in issue resolution and increase efficiency
This position may require on call work and/or the need to work off hours