Field Service Engineer II

Description

At R3, we are committed to providing our clients with best-in-class solutions for all of their IT needs. We are relentless in our pursuit of excellence and dedicated to providing our clients with unsurpassed quality, service, and value day in and day out. As we continue to grow and innovate, we are seeking passionate and dedicated individuals to join our team. If you’re ready to join our mission of setting the standard for IT excellence, we are looking for an experienced Field Services Engineer II to join our team.

As a Field Services Engineer II, you will primarily provide onsite client support, with potential remote support afterhours and/or periodically during weekends. You should bring a high level of customer-centric focus blended with technical expertise that aligns what we do as a business to our client’s mission.

Responsibilities and Duties:

• Provide on-site, telephone, email, instant messaging technical support to client end users, across a wide range of technical support areas that include: account management, incident and problem management, troubleshooting, break-fix
• Procure (or ensure procured), install, configure, provision, and troubleshoot hardware, software, licensing, and peripherals; support technology refreshes
• Create, maintain, and rollout up-to-date images for workstation provisioning
• End user training and support
• Basic network support
• Onboarding and offboarding of end users
• Other end user support as needed by the client
• Always ensure the customer is left ‘whole’ after any work activity (i.e., requisite hardware, software, peripherals, and all processes are functioning as required). Validate with the customer prior to leaving the assignment
• Perform advanced troubleshooting steps to resolve various technical issues related to hardware and software problems; escalate timely if necessary
• Document ticket information in detail, communicate status, and follow-up on all tickets in a timely manner to ensure tickets do not age and SLAs are met
• Log accurate and detailed notes within the ticketing system
• Serve as technical escalation point of contact for Solution Center Engineers in support of your client
• Achieve high customer satisfaction levels as based on goals set by your manager
• Configure and troubleshoot issues related to the following technologies: Windows Server, Active Directory, Windows and Mac OS, laptop and desktop hardware, Anti-Virus, Email Security, and Microsoft 365 Applications
• Document and implement procedures, standards, best practices configurations, settings, installation sequences, and back-out      instructions
• Communicate with Client Services issues that arise during the normal course of support for client
• Work with the Project Management Office during special project implementations to provide end users with high support levels that align with new or changed service
• Protect client data, ensure appropriate levels of confidentiality, integrity, and availability
• Proactively anticipate, identify, and resolving problems. Take ownership and initiative for problem resolution, spot potential problem areas, analyze solutions, propose a resolution, and ensure implementation. Take the term “customer service” to heart
• Identify, support, and escalate security incidents quickly to the Cyber Security team
• Follow asset management inventory control procedures set by R3 to ensure the assets of the client are tracked accurately
• Develop self-knowledge and skills to keep abreast of new and changing industry products, services, standards, and trends, keeping certifications current (Minimum annual education requirements)
• Other duties or tasks as assigned by management

Requirements

Knowledge, Skills, and Abilities:

• A bachelor’s degree, or equivalent in experience and certifications, from an accredited college or university with a major in Computer Science, Information Systems, Computer Engineering, Business, or other related scientific or technical discipline
• Three (3) years of successfully progressive experience in a service desk technician role can substitute for any or all the education      requirements
• Ability to communicate effectively, orally and in writing, and to establish and maintain effective working relationships with peers, end-users, and vendor development staff, as well as all levels of management personnel as necessary
• Minimum of 3 years of formal information technology, desktop support, customer support, customer service, technology management experience
• Technical training in combination with an industry certification may substitute for some or all the education requirements
• Practical experience with an e