Field Support Engineer I

Overview

Synoptek

 We think globally, act locally. As a Managed Services Provider, Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum we are seeking to add talent to our team. When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, results growth, and clarity.

Responsibilities

Field Support Engineer I

This is an amazing opportunity to work within one of the fastest growing Managed Services Providers. We are a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support.  We foster a fun and connected environment with employee benefits extending beyond general compensation and into company sponsored events and an invested culture of learning.

The Field Support Engineer I is responsible for providing onsite work to Synoptek clients, whether scheduled or on demand.  

The Field Support Engineer is often considered the ‘face’ of Synoptek and is expected to build strong, trusted relationships with their assigned clients. Every Engineer is measured on completed tickets, resolution met, CSAT (customer satisfaction) and ticket utilization set forth by their direct manager. 

Duties and Responsibilities

• Triage, assign, and work tickets to support the client
• Actively listen to and engage with clients
• Troubleshoot and manage tier 1 client incidents/requests in a Service Desk environment
• Ensure compliance with the client’s code of business ethics, standards, and policies
• This job description is not designed to be a comprehensive list of the duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without notice

Qualifications

Education

• Bachelor’s degree in related field from an accredited college or university
• In lieu of undergraduate degree, the ratio is 1:1 - meaning one year of college equals one year of work experience and vice versa
• Microsoft role-based certification, A , Security , Network , ITIL Certification or ability to obtain within 6 months of employment

Job-related Experience

• Customarily has at least 2 years of customer facing project management and/or client engagement experience
• Customarily has at least 1 year of technical experience
• Experience troubleshooting issues with Windows & Mac Operating Systems, Microsoft Office Suite, Remote access, Terminal services, Server, Cloud platforms, and/or Network experience preferred.

Job-related Skills/Attributes

• Synoptek core DNA behaviors:
• Clarity: Possesses excellent communication skills, makes a concentrated effort to speak the customers language. Ability to field questions with concise, well-constructed responses
• OwnIT: Shows integrity, innovation, and accountability in completing daily assignments
• Results: Solutions focused and driven to resolve conflict quickly and precisely. Proactively looks for opportunities to contribute to the company’s business goals
• Growth: Willing to learn and ask questions. Constantly looking for new ways to improve yourself. Ability to adapt and grow in a fast-paced environment
• Team: Embraces both customers and colleagues as team members. Ability to be flexible, respectful, engaged and collaborative
• Ability to provide basic end user support in an enterprise environment
• Operate with integrity, follow through on commitments, maintain a can-do attitude and demonstrate courage under pressure
• Comply with HR policies and meet general employment expectations

Working Conditions

We live by the motto ‘work hard, play hard’ and strive to support our employees in both their professional and personal goals. We believe that by hiring the right people, leading process improvement, and leveraging technology, we achieve superior results.

Work is performed at multiple client sites, which will likely involve commuting to different areas within the assigned region. May be subject to time constraints and tight deadlines. May be subject to time constraints and tight deadlines. May require occasional travel.

EEO Statement

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.