Field Support Engineer I - NA

Synoptek; Boise (ID); On-site; USD 52,000 - 65,000; Full time

Job summary

Synoptek is seeking a Field Support Engineer I to provide on-site client support for scheduled and on-demand service needs. You will triage, assign, and resolve Tier 1 incidents while building trusted relationships with clients in a fast-paced IT environment.

You will handle end-user support across Windows, Mac, Office Suite, remote access, terminal services, servers, cloud platforms, and networks, ensuring CSAT targets and compliance with client policies.

Qualifications

• Bachelor’s Degree required or equivalent experience.
• Experience in customer-facing project management and service desk support.
• Experience with Windows, Mac OS, Microsoft Office, remote access, terminal services, and cloud platforms.

Responsibilities

• Provide onsite support to clients for scheduled and on-demand service requirements.
• Triage, assign, and work tickets to support client service needs.
• Actively listen to and engage with clients to understand support requirements and resolve issues effectively.
• Troubleshoot and manage Tier 1 client incidents and requests in a Service Desk environment.
• Provide basic end-user support in an enterprise environment.
• Build trusted client relationships while representing the organization professionally as a client-facing support resource.
• Support ticket resolution targets, customer satisfaction expectations, and ticket utilization requirements.
• Troubleshoot basic issues related to Windows operating systems, Mac operating systems, Microsoft Office Suite, remote access, terminal services, servers, cloud platforms, and networks.
• Ensure compliance with client code of business ethics, standards, and policies.
• Operate with integrity, follow through on commitments, and maintain a can-do attitude under pressure.
• Comply with HR policies and general employment expectations.
• Escalate issues appropriately when resolution requires higher-level technical support.

Skills

Field Support

Onsite Support

Client Support

Tier 1 Support

Service Desk

End-User Support

Ticket Management

Incident Management

Request Management

Client Engagement

Customer-Facing Support

Customer Satisfaction

CSAT

Ticket Resolution

Ticket Utilization

Windows OS

Mac OS

Microsoft Office Suite

Remote Access

Terminal Services

Server Support

Cloud Platform Support

Network Troubleshooting

Basic Technical Troubleshooting

Client Communication

Compliance

Business Ethics

Communication Skills

Education

Bachelor’s Degree in a related field

Job description

Job Description

At Synoptek, we think globally and act locally. As the world's first Managed Experience Provider (MxP™), 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, drives growth, and delivers clarity. This is an exciting opportunity for you to be a part of this journey!! The Field Support Engineer I is responsible for providing onsite support to clients for scheduled and on-demand service needs. This role serves as a client-facing technical support resource, triaging and resolving Tier 1 incidents and requests within a Service Desk environment while building trusted client relationships. The position supports end-user troubleshooting, ticket management, customer satisfaction, issue resolution, compliance with client standards, and basic technical support across operating systems, Microsoft Office, remote access, terminal services, server, cloud, and network environments.

Mandatory Skills Field Support, Onsite Support, Client Support, Tier 1 Support, Service Desk, End-User Support, Ticket Management, Incident Management, Request Management, Client Engagement, Customer-Facing Support, Customer Satisfaction, CSAT, Ticket Resolution, Ticket Utilization, Windows OS, Mac OS, Microsoft Office Suite, Remote Access, Terminal Services, Server Support, Cloud Platform Support, Network Troubleshooting, Basic Technical Troubleshooting, Client Communication, Compliance, Business Ethics, Communication Skills

Role

• Provide onsite support to clients for scheduled and on-demand service requirements.
• Triage, assign, and work tickets to support client service needs.
• Actively listen to and engage with clients to understand support requirements and resolve issues effectively.
• Troubleshoot and manage Tier 1 client incidents and requests in a Service Desk environment.
• Provide basic end-user support in an enterprise environment.
• Build trusted client relationships while representing the organization professionally as a client-facing support resource.
• Support ticket resolution targets, customer satisfaction expectations, and ticket utilization requirements.
• Troubleshoot basic issues related to Windows operating systems, Mac operating systems, Microsoft Office Suite, remote access, terminal services, servers, cloud platforms, and networks.
• Ensure compliance with client code of business ethics, standards, and policies.
• Operate with integrity, follow through on commitments, and maintain a can-do attitude under pressure.
• Comply with HR policies and general employment expectations.
• Escalate issues appropriately when resolution requires higher-level technical support.

Job-related Experience

• Experience in customer-facing project management, client engagement, technical support, Tier 1 support, service desk support, end-user support, ticket management, Windows, Mac operating systems, Microsoft Office Suite, remote access, terminal services, server, cloud platforms, or network troubleshooting is preferred.

Flsa

Non-Exempt

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.

Location

Boise, Idaho, United States (USA);Meridian, Idaho, United States (USA)

Education Qualification

Bachelor’s Degree in a related field from an accredited college or university. In lieu of a Bachelor’s degree, equivalent years of experience may be considered. The ratio is 1:1, meaning one year of college equals one year of work experience, and vice versa.

Desirable Skills

Bachelor’s Degree,Microsoft Role-Based Certification,A+ Certification,Security+ Certification,Network+ Certification,ITIL Certification,Enterprise Support Environment,Project Management Exposure,Client Relationship Building,Service Desk Tools,Onsite Client Environment,Hardware Support,Software Support,Escalation Handling,Professional Services Environment

Experience

1 to 3 Years