Associate Engineer, Field Services

IT Solutions Consulting; Albuquerque (NM); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Rich Medical and prescription plans

Dental & Vision

401K with Safe Harbor matching

Stock Appreciation Rights

Company-paid life insurance

Mental health support & financial well

Job summary

IT Solutions is seeking an Associate Engineer, Field Services to join our Managed Services team. The role involves visiting client offices, diagnosing and resolving technical issues, and providing excellent customer service while loading new devices and configuring networks.

You will work with Windows desktops/servers, Office 365, Active Directory, and various security technologies, collaborating with advanced technician groups to deliver timely resolutions.

Qualifications

• Bachelor's degree or equivalent in a related field.
• 3 years in a helpdesk role triaging issues and incidents.
• 2 years as a Network Administrator installing/configuring networks and security tech.
• Experience with Windows desktop/server and Office 365 Exchange.
• Knowledge of AD, VPNs, firewalls preferred.

Responsibilities

• Travel onsite to client offices; some days on site or from home.
• Install and configure workstations, laptops, printers, routers, and peripherals.
• Answer technical service calls and create customer tickets.
• Troubleshoot, triage root causes, and document issues.
• Provide phone and onsite support with a client-focused attitude.
• Create tickets and escalate to appropriate groups.
• Analyze logs and perform incident routing and resolution.
• Collaborate with multiple technician groups and vendors to resolve issues.
• Coordinate with client service/project coordinators on tickets.

Skills

Client facing

Communication skills

Troubleshooting

Ticketing

Microsoft 365

Active Directory

Hardware setup

Education

Bachelor's Degree or equivalent

Tools

ConnectWise Manage

SolarWinds

Cisco gear

VMware

Ubiquiti / Aruba / Ruckus

Job description

About ITS

Do you have the CHOPS? IT Solutions lives its values: C client Success is Our Success, H hungry for the Journey, O ownership Thinking, P passionate Problem Solving, and S surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

Job Summary

The Associate Engineer, Field Services is part of the Managed Services team responsible for multiple clients onsite and handling escalated inquiries for the client's products and services. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

Responsibilities

• Travel onsite to the client office as defined to provide services. Days not spent traveling will be worked onsite at IT Solutions or, at times, working from home.
• Ability to install and configure workstations, laptops, printers, routers and other peripheral equipment.
• Answering technical service calls and creating customer tickets.
• Must have excellent troubleshooting skills, be able to triage a customer's issue, getting to the root of the problem in a timely matter and document issue(s).
• Provides phone and onsite support to end users with an enthusiastic attitude to analyze, troubleshoot and resolve issues to customer's satisfaction.
• Ensures creation of tickets and escalation to appropriate group(s).
• Analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
• Interact and work directly with multiple advanced technician groups and vendors to elevate technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time.
• Work regularly with the client's internal service and project coordinators who assign tickets.

Knowledge, Skills, and Abilities

• Confident and comfortable with client facing activity.
• Strong oral and written communication skills
• Communicate effectively with internal team members, customers, clients, and stakeholders.
• Maintains the ability to stay organized and be detail oriented.
• Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence.
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment.
• Understanding of all Microsoft 365 offerings, as well as a basic understanding of Active Directory.
• Ability to troubleshoot and configure hardware such as printers, laptops, etc.
• Confident and comfortable with client facing activity.
• Strong communication and interpersonal skills
• Ability to lift at least 50 pounds and be comfortable with climbing up step ladders.

Experience

• Bachelor's Degree, or equivalent level of experience in related field
• 3 years in a helpdesk role, triaging reported issues and incidents by customers.
• 2 years' work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center and security technologies.
• Experience managing or troubleshooting all Windows desktop and Windows Server (2012-Current) versions.
• Experience managing or troubleshooting with Office 365 Exchange online and Microsoft Exchange 2013-Current.
• Experience with any of the following firewalls and remote access VPNs: Cisco AnyConnect, Meraki, Sonicwall, Fortinet, etc.
• Experience with a ticketing system, such as ConnectWise Manage
• Experience with any of the following: ConnectWise, Solarwinds, Cisco
• Networking Products, Ubiquiti, Ruckus, Aruba, VMWare, Dell, and Adobe
• Good understanding of Active Directory: manipulating users/groups and doing Office 365 Administration.
• PC/Workstation migration and setup
• Experience working with and providing support utilizing Remote Management Tools.

Certificates, Licenses, Registrations

• CompTIA A , Microsoft Windows, Apple macOS certification, Cisco Certifications not required but would be a plus
• Proficient in a recent version of Microsoft Office suite
• Must have valid driver's license & reliable transportation. The majority of work is to be done at client offices across the Albuquerque, NM area (mileage will be reimbursed) with some work to be done from your home.

Benefits

• Rich Medical and prescription plans
• Dental & Vision
• Paid Holidays and Flexible Paid Time Off
• 401K/401K Roth with Safe Harbor matching
• Stock Appreciation Rights
• Company-paid life insurance, long-term and short-term disability insurance
• Company-paid mental health support & financial wellness services
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Company-paid training, materials, and exams
• Performance-based bonuses

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.