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This position is responsible for providing superior customer service and quality technical support for internal employees as well as external collaborative business partners. The IT Field Engineer (ITFE) will work as a part of a team to support employees located in the Tampa area, local subsidiaries, and construction jobsites. The role requires interaction with users through various channels including in-person, telephone, email, instant messaging, and web interfaces to assist with technical issues. The ITFE will analyze, prioritize, troubleshoot, and resolve technical issues, including those related to employee laptops and mobile devices, in a timely manner in accordance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). Support responsibilities include diagnosing and troubleshooting laptops, mobile devices, Software as a Service (SaaS) platforms, and network devices. The ITFE will also install and maintain software, hardware, and networks at jobsites and offices. This role involves scheduling and organizing visits to jobsites and offices, creating, tracking, and resolving incidents and tasks in Samanage, and maintaining company security through established tools. The ITFE will be involved in company-wide IT projects, providing input and deliverables in all phases, and will follow ITIL processes for incident and problem management. Additionally, the ITFE will document best practices and known fixes in the Samanage knowledge base, provide IT training during onboarding, and ensure assets are provisioned following established best practices. The role requires collaboration with cross-functional IT team members to improve service quality and liaising with business project estimators and project managers to plan for jobsite IT needs throughout the project lifecycle. The ITFE will determine, recommend, procure, and execute products or services that best fit project team needs while maintaining DPR IT standards. Responsibilities also include mobilization and demobilization of IT equipment at jobsites, ensuring quality customer service by maintaining ownership of escalated issues until resolved, and creating a positive support experience through effective communication and problem understanding. Flexibility to occasionally travel and work after hours or weekends is required.
