Field Engineer

QualityIP; Kent (OH); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance with HSA

Simple IRA with 3% match

Flexible scheduling

Paid Time Off

Certification reimbursement

Company apparel

Microsoft Workplace Discount

Keeper Password Manager

CompTIA content discounts

Job summary

QualityIP, a Northeast Ohio technology firm, seeks a Field Engineer to deliver on-site technical support and keep client technology environments running smoothly. You will diagnose hardware and software issues, install and configure systems, and document resolutions while upholding exceptional customer service.

In this role you’ll collaborate with clients to understand needs, explain options, and identify opportunities to expand MSP services.

Qualifications

• Bachelor’s degree or industry certifications such as CompTIA A+, Network+, Security+ and Microsoft Certified Professional are strongly desired but not required.
• Valid driver’s license.
• Proven experience in on-site technical support, hardware/software troubleshooting, and network support.
• Strong knowledge of common operating systems and software applications.
• Familiarity with hardware components and the ability to perform basic hardware repairs and upgrades.
• Excellent analytical and problem-solving skills.
• Strong verbal and written communication skills for professional client interactions.
• Customer-centric attitude.
• Strong organizational skills and self-direction.
• Experience providing IT support within a Windows Active Directory environment.
• Fundamental understanding of Windows Server.
• Basic knowledge of networking concepts, including IP addressing.

Responsibilities

• Provide best-in-class, multi-tiered onsite technical support to clients as scheduled or in response to service requests.
• Diagnose, troubleshoot, and resolve hardware and software issues, including upgrading components and replacing faulty parts.
• Deliver excellent customer service and maintain a positive and professional demeanor during client interactions.
• Identify opportunities for upselling and cross-selling additional MSP services.
• Maintain accurate and detailed records of client interactions, issues, and resolutions.
• Maintain an accurate inventory of on-site equipment, parts, and supplies.
• Keep clients informed about the status of their issues and requests, providing a professional and friendly point of contact for technical support.
• Escalate complex or unresolved issues to higher-level technicians or engineers when necessary.
• Install, configure, and troubleshoot software applications, hardware, and operating systems.
• Educate end-users on best practices.
• Adhere to policies and procedures, including security and compliance guidelines.

Skills

On-site support

Hardware troubleshooting

Software troubleshooting

Windows OS knowledge

Networking basics

Customer service

Communication skills

Documentation

Certifications (A+/Network+/Security+)

Active Directory / Windows Server

Education

Bachelor’s degree or related certifications

Tools

None

Job description

Field Engineer

About QualityIP: QualityIP is distinguished as one of the most advanced technology firms in Northeast Ohio. Our core offering entails an IT department service, wherein customers seamlessly integrate our Service Desk Support, Cloud Services, Onsite Staffing, Virtual CIO, Procurement, and IT Planning teams as extensions of their own organizations. Through collaborative partnerships, we ensure the alignment of optimal-fit technology solutions with individual business objectives.

Position Overview

We are currently seeking an experienced and highly motivated Field Engineer to join our team. Field Engineers are pivotal in delivering high-quality support to our clients and maintaining the efficiency of their technology infrastructure. They act as the face of QualityIP and are responsible for building and nurturing strong client relationships.

Key Responsibilities

• Provide best-in-class, multi-tiered onsite technical support to clients as scheduled or in response to service requests.
• Diagnose, troubleshoot, and resolve hardware and software issues, including upgrading components and replacing faulty parts.
• Deliver excellent customer service and maintain a positive and professional demeanor during client interactions.
• Identify opportunities for upselling and cross-selling additional MSP services.
• Maintain accurate and detailed records of client interactions, issues, and resolutions.
• Maintain an accurate inventory of on-site equipment, parts, and supplies.
• Keep clients informed about the status of their issues and requests, providing a professional and friendly point of contact for technical support.
• Escalate complex or unresolved issues to higher-level technicians or engineers when necessary.
• Install, configure, and troubleshoot software applications, hardware, and operating systems.
• Educate end-users on best practices.
• Adhere to policies and procedures, including security and compliance guidelines.

Qualifications and Skills

• Bachelor’s degree or industry related certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+ and Microsoft Certified Professional are strongly desired but not required.
• Valid driver’s license.
• Proven experience in on-site technical support, hardware/software troubleshooting, and network support.
• Strong knowledge of common operating systems and software applications.
• Familiarity with hardware components and the ability to perform basic hardware repairs and upgrades.
• Excellent analytical and problem-solving skills.
• Strong verbal and written communication skills for professional client interactions.
• Customer-centric attitude.
• Strong organizational skills and self-direction.
• Experience providing IT support within a Windows Active Directory environment.
• Fundamental understanding of Windows Server.
• Basic knowledge of networking concepts, including IP addressing.

Cultural Fit

We are a family-owned business that values accountability, professionalism, and individual growth. At QualityIP, your voice is heard.

Benefits

• Competitive salary with performance-based incentives.
• Medical Mutual Health Insurance with HSA & ancillary benefits.
• John Hancock Retirement Account – Simple IRA with 3% company match.
• Flexible scheduling options.
• Paid Time Off.
• Certification Assistance- 100% reimbursement for training, course materials, and testing fees.
• Free company apparel.
• Microsoft Workplace Discount.
• Keeper Password Manager.
• CompTIA content & exam voucher discounts.

Compensation

The salary range provided for this position is based on various factors, including, but not limited to, prior employment history, job-related knowledge, education and training, skills, and geographic location. Individual compensation within the range will be determined based on these and other job-related factors.

If you possess exceptional organizational skills and thrive in a high-profile team environment, we would love to meet you!