IT Field Engineer/ Technical Support

IT Support Tech (Field)
Mint Hill, NC
Helpdesk Support

Overview

A leading Managed Service Provider (MSP) in the Carolinas is seeking an experienced and hardworking Field Support Technician. This MSP has been supporting the Charlotte area for nearly a decade and a half and has built a solid reputation for fast, friendly, and reliable support. The company offers a professional yet casual environment for its technicians and engineers, making it a fun and challenging place to showcase your current skills while continually learning, growing, and succeeding.
Field Support Technicians play a critical role in the company's continued success. In this role, you will be the first to aid clients with support calls that require hands-on service. Customer service and a positive attitude are paramount, along with a keen technical mind and the ability to diagnose and resolve issues quickly.


Responsibilities & Tasks
Customer Service

• Serve as the first point of contact for customers through our helpdesk via phone, email, or support ticket when not in the field.
• Delight clients with a friendly, timely, and professional experience.
• Provide on-site hardware maintenance and support.
• Travel onsite to deliver equipment and troubleshoot issues while building rapport with clients.
• Maintain company vehicle and exercise safety while driving.

Use of Our Ticketing System

• Use our ticketing system to work on and resolve helpdesk tickets and field service requests.
• Manage and record all work through the ticketing system.
• Ensure client documentation is well maintained.
• Work closely with co-workers and the service coordinator to schedule on-sites and verify optimal support.

Use of Our Monitoring & Management Tool

• Review the RMM dashboard and apply remediation actions as indicated by our processes.
• Review regularly scheduled/automated actions as indicated by our processes.

Project Work

• Coordinate with senior engineers to help deliver project materials or support success either on-site or remotely.
• Occasionally work after normal business hours to complete project work as needed.

Communication, Reporting & Risk

• Escalate tickets requiring senior engineer support based on internal escalation policies.
• Communicate to the client the status of their ticket at every step, notifying them of any changes or outages related to their issue.
• Identify, communicate, and mitigate potential risks to senior engineers while on-site or performing remote support as needed.

Teamwork

• Follow the schedule provided by the Service Coordinator.
• Adhere to 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 company executives or direct managers.

Skills and Attributes
Required

• 2+ years' experience working either on a Helpdesk or as a field technician for an MSP/IT Support Business.
• CompTIA Certifications such as A+, Network+, Security+, and/or Server+ with relevant practical experience (1 valid and active certification minimum).
• The ability to solve a variety of IT issues both remotely and on-site.
• Excellent written and oral communication skills.
• Basic to intermediate understanding of AD, DNS, CLI.
• Intermediate understanding of support tools, techniques, and how technology is used to provide services.
• Intermediate understanding of operating systems, business applications, printing systems, and network systems.
• Intermediate diagnosis skills of technical issues related to end-user hardware, software, and network devices.
• Intermediate experience and understanding of structured cabling (tone & probe, Cat5e/Cat6 termination, patch panel punch down).
• Intermediate experience and knowledge of VoIP systems.
• Intermediate experience and knowledge of working with the Microsoft 365 Platform.
• Advanced experience installing and maintaining networking equipment.
• Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc.).
• The ability to keep up with and adapt to the fast-paced IT world.
• Driver's license.

Nice to Have

• Experience using a Ticketing system/RMM Tool and PSA software.
• Experience working with any or all the following software/hardware: Standard Managed Services RMM and PSA tools.
• Understanding the OSI model, VLAN technology, and NAT configurations.

Perks

• Health/Dental/Vision after 90 days.
• PTO, sick leave, and bereavement after 90 days.
• Simple IRA with employee match after 90 days.
• Hourly paid after-hours support (in addition to your salary).
• Company laptop & use of company vehicles.
• Weekly stocked kitchens at all locations.
• An easy-going environment and culture (we all enjoy what we do).
• Company-paid training for CompTIA and other relevant certifications.

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