IT Field Engineer

Job Description

This is an on-site position responsible for providing superior customer service and quality technical support for internal employees as well as external collaborative business partners. The ITFE will work as a part of a team to support employees located in the Monroe/Rayville area, local subsidiaries, and construction jobsites.

Responsibilities

• Interacts in-person, via telephone, email, IM, and web interface to assist users.
• Coordinate and track IT project deadlines and tasks.
• Procurement and ordering within company standards and guidelines.
• Coordinate with other General Contractors and Trade Partners for IS systems
• Analyze, prioritize, troubleshoot, and resolve technical issues, including employee laptops and mobility devices in a timely fashion in accordance with SLAs and OLAs.
• Support includes the diagnosing and troubleshooting of the company’s technology, including, but not limited to workstations, mobile devices, few on-prem application servers, cloud applications, local and network devices.
• Installs and maintains software/equipment/networks at local DPR properties.
• Responsible for creation, tracking, and resolving incidents and tasks in Samanage.
• Records, tracks, and audits equipment using the established asset management system (Samanage) and processes, including asset recovery at jobsites.
• Responsible for maintaining company security through established tools.
• Involved in company-wide IT projects providing input and deliverables in all phases.
• Follows ITIL processes for incident and problem management.
• Provide relevant input for technical and process improvements to contribute and the overall effectiveness of the DPR IT organization.
• Initiative to work with other cross functional IT team members to improve the quality of service.
• Remains current on technology, especially mobility solutions for business needs.
• Works with jobsite team to design and implement infrastructure according to company standards.
• Liaison with project managers to plan for jobsite IT needs during project lifecycle.
• Determine, recommend, procure, and execute which products or services best fit the requesters needs, within DPR standards.
• Implement and follow jobsite standardization practices.
• Work with service providers and trade partners to install and implement jobsite technologies.
• Responsible for mobilization and demobilization of IT equipment at jobsites.
• Ensures quality customer service by maintaining ownership of jobsite escalated issues until resolved, including communication and root cause analysis.
• Create a positive support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Flexibility to occasionally work after hours or weekends, if needed.
• Troubleshoot various technical issues as level 1, level 2, or level 3 support.

                                                  

Position Requirements

Skills

• Excellent organizational and interpersonal skills.
• Technically skilled in networking Cisco/Meraki (MX, Router, Switch, VPN), Networking Protocols (TCP/IP, DHCP, FTP/SFTP, HTTPS)
• Able to support video conferencing and scheduling hardware/software
• Experience supporting Dell/Lenovo/Microsoft workstations and peripherals
• Able to support Mobile devices (iOS/Android)
• Skilled in Microsoft Office 365 and supporting diverse applications
• Ability to react quickly and efficiently to high pressure situations
• Expert in troubleshooting and root cause analysis
• Team player, accepts & seeks feedback
• Perform quality work within deadlines with or without direct supervision
• Interact professionally with other employees, customers, and suppliers
• Work effectively as a team contributor on all assignments
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations
• Experience with Meraki a plus
• Experience with Microsoft Teams a plus
• Experience with Poly VC / VOIP a plus
• Experience with Microsoft Intune a plus
• Experience with Autopilot a plus.
• Experience with fiber optic technology.
• Experience with low voltage.

Education

• AA degree in Computer Science or related field preferred, or equivalent related work experience
• ITIL Foundation certification preferred
• CompTIA A+ and Network+ preferred
• CCNA or MCSA certifications a plus
• ECMS (Meraki) a plus

Experience

• 5+ y