IT Field Engineer

Enhanced Computing Solutions•Towson, MD

8d•$68 - $70•Hybrid

About The Position

The IT Field Engineer plays an important role in ensuring client satisfaction by handling escalated support requests that require an onsite visit. This role involves advanced troubleshooting, maintaining client documentation, and communicating effectively with clients and the Service Delivery Manager. The ideal candidate will have a passion for problem-solving, excellent communication skills, and a deep desire to deliver an amazing client experience.

Requirements

A love of (and ability to) solve problems & challenges
Great communication skills, founded in being a good listener
Understanding of support tools, techniques, and how technology is used to provide services
Understanding of operating systems, business applications, printing systems, and network systems
Diagnosis skills of technical issues related to end-user hardware & software and network devices
Experience and knowledge of working with the Microsoft 365 Platform
Experience in workstation migrations
Experience working with vendors for expedited troubleshooting of hardware and software systems
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing client experience
Advanced knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
The ability to keep up with & adapt to the fast-paced IT world

Nice To Haves

Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Professional IT Certifications such as Microsoft MCP, etc.
Client Experience Certifications such as Helpdesk Habits etc.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

Responsibilities

Work on and resolve escalated Helpdesk Tickets
Delight clients with a friendly, quick, and helpful experience
Provide clients with advanced troubleshooting
Manage and record all work through the ticketing system
Maintain client documentation
Split tickets that have several issues into their own individual tickets
Ensure tickets are not stale throughout the process
Create and maintain documentation for on-site processes
Escalate tickets that require Service Delivery Manager support
Communicate ticket status to the client at every step, notifying them of any changes or outages
Identify, communicate, and mitigate potential risks to the Service Delivery Manager and clients
Follow the schedule provided by the Service Delivery Manager or Service Coordinator
Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
Follow all security procedures and maintain vigilance for security issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Undertake other duties as required by the Service Delivery Manager