A Field Service Engineer provides on-site IT support for a main customer of AccountabilIT. They are also an escalation point for L1 resources for Desktop related issues that may require additional expertise to resolve.
All activities performed by the Field Service Engineer are captured in the appropriate system of record for activity and time keeping. Support is primarily delivered at the customer location. Frequent travel to a customer location and/or permanent placement at a customer location is required.
The position requires excellent writing and oral communication, troubleshooting, and documentation skills. The Field Service Engineer must have an understanding of computer support best practices. They also must be able to multitask and organize their work effectively in order to meet their daily, weekly, and monthly goals.
Essential Functions:
Install, upgrade, support and troubleshoot Microsoft Windows desktop Operating Systems, Microsoft Office 365, and other authorized desktop applications
Install, upgrade, support and troubleshoot PC hardware, printers, and other authorized peripheral equipment
Install, upgrade, support, patch, and troubleshoot the desktop environment OS and application images
Work with PSA/service desk tools for managing asset, configuration, request, and incident information
Maintain PC asset inventory, perform replacement/defective component part returns
Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
Troubleshooting network connectivity (wired and wireless) in a LAN/WAN environment
Requesting and coordinating vendor support
Emphasis on client support and providing accurate friendly customer service
Required Qualifications (This should include any minimum education, work experience, knowledge, & skills necessary to perform the functions of the position):
High School diploma or GED
3+ years of desktop support experience
Working knowledge of IT support concepts and practices.
Strong written and verbal communication skills
Other Qualifications:
Working technical knowledge of current protocols, operating systems and standards.
Ability to operate tools, components and peripheral accessories.
Software and Hardware Troubleshooting
Exceptional PC troubleshooting skills with Windows desktop OS’s
Working knowledge of SCCM, AD and remote control tools
Working knowledge of 802.1x and multi-form authentication technologies
Knowledge of all software applications used within the organization