Field Engineer (Onsite)

Description

Why clients love us: 

We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!

The value you'll bring: Our Field Engineers acts as a partner and technology evangelists for their assigned client(s), providing on-site technology services; troubleshooting for desktop and infrastructure issues; and performing preventative maintenance. 

• Providing on-site support for client technical environments, including networking/server infrastructure, desktop support, virtualization, application support, etc.
• Provides on-site support for end users, demonstrating high levels of customer service and in accordance with client service level targets.
• Acting as a customer-facing systems consultant, technical advisor, and onsite resource for client points of contact, making recommendations for the technology road map in coordination with the Technical Account Manager.
• Develop strong relationships with onsite client points of contact and act as a strong ambassador of Managed Solution.
• Provide routine onsite systems maintenance and administration tasks, such as reviewing firewall logs; updating firmware (firewall, switches, BIOS, RAID controllers, network, etc.); reviewing SSL certifications; and performing preventive maintenance and other tasks requiring onsite presence.
• May provide “remote hands” tasks on behalf of client teams or Managed Solution resources as needed, per contract requirements.
• During emergencies, may be dispatched for remediation or other onsite needs, or assist with remote resolution of incidents within their client portfolio.
• Assessing and documenting client infrastructure for use by help desk support staff, ensuring company documentation remains current and correct. Provides clarification and guidance to help desk support staff regarding assigned client portfolio.
• Provides system and utilization reporting as needed by internal stakeholders and client points of contact.
• Ensures all supported device are inventoried and have agents installed in accordance with operating procedures.
• Resolving technical issues for managed services clients, providing support in person and remotely by email/phone.
• Thoroughly documenting all activities in Connectwise ticketing system. Responsible for reviewing tickets related to assigned client portfolio to assist where possible and ensure timely resolution of client issues.
• Configuring and utilizing monitoring tools to ensure high uptime for client environments.
• Maintaining compliance with all company policies and procedures.
• Performing all related duties as assigned by supervisor.

Requirements

Shift + Availability Requirements: Monday through Friday, hours to be assigned based on Company needs. Company operates in Pacific Time Zone.

What makes you a fit...

Education and Work Experience Requirements:

• An Associates or Bachelors degree in Computer Science, Computer Engineering, or related field plus 3-5+ years of experience providing server/desktop support in a Microsoft environment. Equivalent combination of education and experience will also be considered.
• Excellent customer service skills with the ability to work and communicate professionally in written and verbal English.
• Organization and planning skills with the ability to manage priorities and commitments in a productive manner.
• Demonstrated ability to “wow” clients with a positive “can-do” attitude and resourceful problem-solving
• High standards coupled with accountability and ownership for your work
• Demonstrated ability to collaborate with a team to solve client issues and provide comprehensive support

Technical Skills/Competencies:

• Proficiency across the IT stack and advanced troubleshooting skills (networking, server/OS, desktop, virtualization) required. Demonstrated knowledge of network/systems administration required.
• Demonstrated experience with Windows 2008/2012/2016 servers, Microsoft Exchange 2010/2013/2016, Windows XP/7/8/10 and Microsoft Office 2007/2010/2013/365. Experience in other Microsoft applications is a huge plus.
• Proficiency with ticketing systems (Connectwise preferred)
• Working knowledge of b