Field Engineer

JOB SUMMARY:

The Field Engineer is the third level of support and is responsible for maintaining client networks. As a member of the team, the Field Engineer will have a direct impact on design and feature enhancements that keep our client’s networks running smoothly. This role will be required to ensure that network operations are safe and efficient by monitoring network performance, troubleshooting hardware, and responding to network connectivity issues. Continuous monitoring and maintenance of all client's computer systems, network server hardware, and software applications are the top priority for this role. The Field Engineer will work closely with the Account Manager and NOC to ensure all systems are functioning at 100%. As technology changes, it generates a constant stream of challenges which requires the Field Engineer to continually be innovative in their approach to problem-solving. 

General Responsibilities

• Provide a single point of contact for internal Company, staff, and external end-user issues
• Facilitate the restoration of normal service operation while minimizing impact to end-users
• Deliver services within agreed-upon SLAs
• Receive all incident notifications through preferred means - phone, fax, email, service desk portal, etc.
• Record all incidents in Autotask, IT Glue, and all other documentation systems
• Classify all incidents and correctly document the nature of the incident, including affected users, systems, and hardware
• Manage and maintain the Company’s RMM solution, receive, respond to, and remediate alerts for monitored systems
• Troubleshoot and resolve all incidents according to best practices
• Execute all scheduled activities such as maintenance, documentation, and reporting
• Execute best practices methods to be utilized during service delivery
• Maintain consistent communication with all parties including end-users, their managers, and higher, as well as Bell Tech Pro’s own internal management hierarchy
• Perform all scheduled activities such as moves/adds/changes, maintenance, patch management, documentation, and reporting
• Manage all client expectations successfully
• Ensure all end-users infrastructure networking and computing systems remain available during production hours
• Checking task lists to address all escalated tasks and tickets from the day before
• Responsible for monitoring and maintaining the backup system including monitoring logs/storage, action on alerts break-fix, restores, and being involved in audits for every customer
• Perform weekly system backups for all systems
• Perform system updates and Workstation Windows® Updates monthly or as released (if directed)
• Must document and sign that scheduled preventative maintenance tasks have been completed and accounted for
• Assist in the development of the Company’s Managed Services business unit
• Participate in meetings as required at Company headquarters
• Assist in project management activities including project planning, management, and deployment activities
• Assists the team to implement proactive and preventative measures to ensure reliable and efficient system availability
• Escalating incidents to Account Manager and NOC accurately, while providing detailed information on the incident in Bell Tech Pros’ PSA Management System
• Create, maintain, and publish relevant support documentation in order to assist all team members in the quick resolution of incidents and service requests.
• Interacting with management and staff to identify and provide analytical and technical assistance for continuous improvement of efficiency, productivity, and customer service
• Monitors incidents to identify and document repetitive issues for quick turnaround
• Identifying root causes of operational issues and process inefficiencies.
• Take ownership of all engineer-related issues by carrying out problem analysis and diagnostics to implement a prompt resolution to resolve 90 percent of tickets during first contact
• Continue ongoing technical training to maintain, gain certifications, and improve your skillset and abilities to support and maintain future hardware and software solutions
• Maintains a sound understanding of upcoming changes to the platforms to assist with organizational change management.
• Coaching and training Tier II Support Tech within the organization
• Collaborates with Account Manager to enhance knowledge and improve service level agreements
• Other work-related duties as assigned by your leader
• Reliable and regular attendance is expected

Technical Skills, Abilities, and Knowledge

• Strong computer, organizational, and time management skills
• Knowledgeable with Microsoft Windows and Office Products
• Knowledge of Internet browsers. (Internet Explorer, Firefox, Chrome, Safari)
• Network fundamentals
• Ability to configure wireless devices, network devices, etc.
• Excellent interpersonal and communication skills, both written and verbal
• Good analytical and strategic thinking skills
• Ability to set priorities and work on multiple tasks
• Ability to create and follow detailed documented procedures
• Ability to work independently and on a team
• Ability to work under time pressure, fast-paced environment while maintaining a professional attitude
• Initiative to perform self-review for completeness and accuracy
• Ability to handle routine day-to-day matters as well as complex technical issues independently

Education and related work experience

• High school diploma, completion of G.E.D., or equivalent
• 3 years' experience supporting hardware and software in a networked environment
• Experience in a customer service environment is required
• 3 years experience with Windows 10, Mac OS X, Office 365, Windows Server, Exchange, VLans, VOIP, Storage, Virtualization, and Cloud Solutions
• Client PC connectivity - ethernet, TCP/IP, and VPN
• File server knowledge
• Experience with Anti-Virus Products
• A and/or MCP (Microsoft Certified Professional) certification
• Cisco CCNA certified, not required but a bonus
• DOCSIS DEP certification is not required but a bonus