Tier 3 Field Services Engineer

WEBIT Services•Naperville, IL

16d•$80,000 - $110,000•Onsite

About The Position

The Tier 3 Field Services Engineer is responsible for delivering expert-level IT support, overseeing the configuration, deployment, and maintenance of IT systems for our clients. This role involves deep client interaction, proactive problem-solving, and ensuring infrastructure is up-to-date and operating efficiently. You will be a Subject Matter Expert (SME) and a trusted resource, offering proactive recommendations and technical solutions to enhance clients’ IT environments.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field, OR 3+ years of experience in a Tier 3 support or similar role.
Extensive knowledge of Microsoft AD, O365, Azure/InTune, virtualization technologies, firewalls, and networking.
Hands-on experience with server and storage virtualization, VPN, VLANs, DNS, and DHCP.
Ability to implement, configure, and troubleshoot wireless networks.
Strong problem-solving capabilities and the ability to work effectively under pressure.
Excellent communication and interpersonal skills with a customer-focused approach.

Nice To Haves

Relevant certifications such as CCNA, CompTIA Network+, VMware VCP, or MCP are preferred.

Responsibilities

Resolve escalated and complex technical issues across hardware, software, and network systems.
Collaborate with support teams to provide seamless resolutions and reduce client downtime.
Diagnose and resolve intricate technical issues by analyzing logs, performance data, and system metrics.
Work proactively to prevent future incidents by identifying potential risks and implementing preventive solutions.
Perform onsite configuration and deployment of workstations, servers, and networking equipment following industry best practices.
Conduct regular maintenance checks as per the weekly and monthly checklists, ensuring systems operate at peak performance.
Record findings and maintenance activities to provide clients and internal teams with up-to-date reports.
Engage with clients to understand their business needs and technical challenges, offering tailored solutions to optimize their IT environments.
Communicate technical concepts clearly to non-technical stakeholders, ensuring client satisfaction with all service engagements.
Maintain accurate and comprehensive documentation for configurations, deployments, and troubleshooting procedures.
Ensure documentation is available for internal teams and clients through PSA.
Work closely with the vCIO, Project Managers, and Solutions Engineers to ensure all IT initiatives align with client strategies.
Train junior engineers and share best practices to improve the team’s capabilities.
Identify, document, and escalate unresolved technical issues using structured escalation procedures.
Implement changes via the change management process in PSA, following defined approval workflows.