COHASSET, MN - FIELD ENGINEER

Heunets Inc; Cohasset (MN); Sur place; USD 34 000 - 55 000; Temps partiel

Résumé du poste

Heunets Inc is seeking a Field Engineer to deliver on-site and desk-side support for end-users in Minnesota. The role involves resolving basic hardware, software, and peripheral issues, performing standard PC imaging, and providing hands-on support under supervision of Level 2 engineers or the SPOC.

The position emphasizes strong customer communication, ticketing accuracy, and the ability to work in a fast-paced environment with limited supervision.

Qualifications

• Experience with Windows OS and Office 365 deployment.
• Ability to image PCs using standard Gold images.
• Basic troubleshooting for peripherals and mobile devices.
• On-site support and ticket documentation.

Responsabilités

• Provide basic onsite and desk-side end-user support for hardware and standard office software.
• Troubleshoot PC-related problems following SOPs or guidance from Level 2 engineers/SPOC.
• Manage incidents and service requests within defined SLAs and update tickets daily.
• Assist with data backup and restoration during incidents as per guidelines.
• Provide basic
• basic

Connaissances

Office 365

OS Deployment

Hardware & Peripherals

Mobile Devices

Description du poste

We are seeking a skilled Field Engineer to join our team as a 1099 independent contractor. The Level 1 Field Engineer provides standard onsite and desk-side technical support to end-users. This role focuses on resolving basic hardware, software, and peripheral issues, performing standard PC imaging, and providing "smart hands" support under the direct guidance of Level 2 engineers or the Single Point of Contact (SPOC).

Language Proficiency

Proficient in both English and the local language (written and verbal).

Key Skills & Technical Knowledge

• Office 365 & Office Suite: Good working knowledge of the Office 365 environment. Ability to deploy, configure, and troubleshoot the core Microsoft Office suite, including Outlook (profile setup, email sync issues), Excel, Word and Teams.
• OS Deployment: Building and configuring customer PCs and laptops using standard, pre-defined "Gold" images, and handling basic application installations.
• Hardware & Peripherals: First-level support for laptops, desktops, printers, scanners, meeting room setups, and video conferencing equipment.
• Mobile Devices: Basic troubleshooting for enterprise mobile devices, including iPads, iPhones, and Android devices.

Key Responsibilities

• Onsite Support: Provide basic onsite and desk-side support services to endusers for hardware and standard office software.
• Guided Troubleshooting: Troubleshoot PC-related problems by following established standard operating procedures (SOPs) or at the explicit direction of TCS Level 2 engineers or the SPOC.
• SLA & Ticket Management: Complete basic incidents and service requests within defined SLAs, ensuring all assigned tickets are accurately updated on a daily basis.
• Data Handling: Assist with basic end-user data backup and restoration tasks during service incidents as per documented guidelines.
• Basic Smart Hands Support: Provide basic "smart hands" assistance in the data center only under direct supervision (e.g., checking cable connections, verifying status lights, or performing daily tape changes for local backup routines).

Behavioral Skills Required

• Customer Facing & Presentation: Excellent customer service skills, clear communication, and a well-presented, professional appearance.
• Compliance & Conduct: Ability to strictly adhere to specified standards, Company Policies, Required Levels Of Deportment, And Ethical Workplace practices.
• Teamwork & Collaboration: Ability to build effective relationships within the team and follow directions closely from senior technical staff.
• Organization: Good organizational skills to handle daily ticket queues and prioritize tasks effectively in a fast-paced environment.