Associate Engineer, Field Services

IT Solutions; Tucson (AZ); On-site; USD 37,000 - 43,000; Full time

Benefits offered by this job

Medical and prescription plans

Dental & Vision

Paid Holidays and Flexible PTO

401K/401K Roth with Safe Harbor

Stock Appreciation Rights

Company-paid life insurance

Mental health support & financial well

FSA for medical and dependent care

HSA option with compatible medical

Company-paid training, materials, and

Performance-based bonuses

Job summary

IT Solutions is seeking an Associate Engineer, Field Services to support multiple clients onsite with escalated inquiries. You will troubleshoot complex issues, install and configure devices, and provide excellent customer service while balancing travel to client offices and occasional remote work.

The role requires strong problem-solving and communication skills, familiarity with Microsoft 365 and Active Directory, and the ability to manage stress in client-down situations.

Qualifications

• Bachelor's degree or equivalent in related field.
• 3 years in a helpdesk role, triaging issues.
• 2+ years as Network Administrator, installing/configuring networking and security tech.
• Experience managing Windows desktop and Windows Server (2012–Current).
• Experience with Office 365 Exchange Online and Exchange 2013–Current.
• Experience with firewalls/remote access VPNs (Cisco AnyConnect, Meraki, SonicWall, Fortinet).
• Experience with ticketing systems such as ConnectWise Manage.

Responsibilities

• Travel onsite to client offices as defined; some days onsite at IT Solutions or working from home.
• Install and configure workstations, laptops, printers, routers, and peripherals.
• Answer technical service calls and create customer tickets.
• Troubleshoot and triage issues, document root causes clearly.
• Provide phone and onsite support with a focus on customer satisfaction.
• Create tickets and escalate to appropriate groups as needed.
• Analyze logs and perform incident routing with multiple teams.
• Collaborate with client coordinators and vendors to resolve incidents.

Skills

Client facing

Troubleshooting

Communication

MS 365 / Office 365

Active Directory

Windows desktop

Windows Server

Printer setup

Network troubleshooting

Remote management tools

Education

Bachelor's Degree or equivalent

CompTIA A+

Microsoft Windows Certification

Cisco Certifications (not required)

Tools

ConnectWise Manage

SolarWinds

Cisco

Job description

Job Summary

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and 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.

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.

About ITS

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and 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.

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 Tucson, AZ area (mileage will be reimbursed) with some work to be done from your home.

Compensation Package

This position is eligible for a base salary ($27 - $31 USD hourly) plus bonus.

Additionally, ITS offers a full benefits package, including:

• 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.