IT Engineer, Field Services

Pennant Services-posted 3 days ago

$65,000 - $75,000/Yr

Full-time • Mid Level

Hybrid • Eagle, WI

5,001-10,000 employees

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We are looking for a skilled IT Engineer, Field Services to join our team. In this role, you will deliver outstanding customer service and technical support to our Pinnacle businesses, focusing on caregivers and clinicians. This is a hybrid role, that will be supporting remotely, and onsite. Additionally, you will contribute to IT projects and support the development and maintenance of our technology infrastructure across Senior Living Communities in your region.

Serve as a dedicated resource to our Pinnacle business lines executing infrastructure projects, performing site visits, manag ing acquisitions , and acting as an escalation point for Pinnacle related issues.
Identify , troubleshoot, and resolve technical issues, escalating complex problems to the appropriate teams when necessary.
Install, configure, and maintain computer systems, software applications, and peripheral devices.
Assist in the setup and configuration of network equipment, ensuring smooth and secure connectivity.
Ensure communities have resilient network and internet access.
Effectively manage projects, ticket queues and personal ticket backlog, prioritizing and resolving customer issues within agreed-upon service level agreements (SLAs).
Proactively monitor and follow up on open projects and tickets, ensuring timely updates to customers and driving issues to resolution.
Take ownership of assigned tickets, seeing them through from initiation to closure, and providing regular updates to customers on the status of their requests.
Provide hands-on support and end-user training for mobile devices.
Stay organized and maintain accurate documentation of projects and support cases , troubleshooting steps, and resolutions for future reference and knowledge sharing.
Collaborate with cross-functional teams to implement and maintain IT projects, such as system upgrades, migrations, and new application deployments .
Contribute to the creation and maintenance of knowledge base articles and support automation tools such as chatbots and predictive AI .
Travel locally and out of state is ; driving more than 2 hours could be expected.
Financially responsible over IT/Travel Budgets.
Other duties as assigned.

A passion for technology
BS Degree in Computer Science or Information Systems or e quivalent e xperience
2 + Years experience providing technical support .
Experience with a ticketing system such as Zendesk or ServiceNow
An understanding of Wi-Fi and VoIP
Excellent problem-solving skills
Willingness to learn new tech and advance your career .
Good verbal and written communication skills
A s trong work ethic, with a focus on delivering quality service and support .
50% travel , sometimes driving further than 2 hours.

A work-life balance that supports personal well-being
Full benefits package: medical, dental, vision, 401(k) with match
Generous PTO, holidays, and professional development

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