Field Support Engineer II – NA

Synoptek; Milwaukee (WI); On-site; USD 60,000 - 100,000; Full time

Job summary

Synoptek in Chicago and Milwaukee seeks a Field Support Engineer II to deliver onsite client support for scheduled and on-demand services, triage tickets, and maintain trusted relationships. You will engage with clients to understand issues and escalate as needed.

Responsibilities include troubleshooting Windows, Mac, Office, remote access, servers, cloud, and networks; implement password retrieval; ensure security compliance; and use analytics for backup remediation and root cause analysis.

Qualifications

• Bachelor's degree in a related field; equivalence considered.
• 2 to 4 years of experience in customer-facing roles.
• Experience in customer-facing project management and Service Desk support.

Responsibilities

• Provide onsite client support for scheduled and on-demand service needs.
• Triage and assign tickets to appropriate resources.
• Engage with clients to understand technical issues and support needs.
• Retrieve passwords from password management tools as required.
• Ensure compliance with document security standards and client policies.
• Communicate clearly with technical and non-technical customers by phone and email.
• Support backup remediation and root cause analysis using analytics.
• Assist in patch deployment and related alert remediation.
• Diagnose issues across Windows, Mac OS, Office, remote access, servers, cloud, and networks.
• Assist with OS imaging and scripted deployment methods.

Skills

Field Support

Onsite Support

Client Support

Customer-Facing Support

Ticket Triage

Ticket Assignment

Service Desk

End-User Support

Technical Support

Password Tool Usage

Document Security Compliance

Business Ethics Compliance

Phone Support

Education

Bachelor's Degree in a related field

Tools

Ghost Imaging

OS Imaging Methods

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!!

Field Support Engineer II Responsibilities

The Field Support Engineer II 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 assigning tickets, resolving technical issues, supporting end-user incidents, and maintaining strong trusted client relationships. The position supports ticket management, customer satisfaction, root cause analysis, backup remediation, patch deployment, alert remediation, password retrieval, documentation security compliance, and troubleshooting across Windows, Mac, Microsoft Office, remote access, terminal services, server, cloud, and network environments.

Mandatory Skills

Field Support, Onsite Support, Client Support, Customer-Facing Support, Ticket Triage, Ticket Assignment, Service Desk, End-User Support, Technical Support, Password Tool Usage, Document Security Compliance, Business Ethics Compliance, Phone Support

Role

• Provide onsite support to clients for scheduled and on-demand service requirements.
• Triage and assign tickets to the appropriate resource.
• Actively listen to and engage with clients to understand technical issues and support needs.
• Retrieve passwords from password management tools as required.
• Ensure compliance with document security standards, business ethics, organizational standards, and client policies.
• Maintain quality-conscious communication through phone and email with technical and non-technical customers.
• Use analytics to support backup remediation, root cause analysis for infrastructure outages, patch deployment, and patch-related alert remediation.
• Evaluate issues to determine the problem, identify the source, and recommend possible solutions using critical thinking.
• Draw connections between different aspects of a problem and propose tested, viable solutions.
• Balance time spent troubleshooting tickets with timely escalation to provide excellent customer service.
• Review troubleshooting steps after issue resolution to improve future efficiency.
• Troubleshoot issues related to Windows operating systems, Mac operating systems, Microsoft Office Suite, remote access, terminal services, servers, cloud platforms, and networks.
• Support operating system installation deployment using scripted, unattended methods, Ghost, Sysprep, and other imaging methods.
• Provide basic end-user support in an enterprise environment.
• Operate with integrity, follow through on commitments, maintain a can-do attitude, and demonstrate courage under pressure.

Job-related Experience

Experience in customer-facing project management, client engagement, technical support, end-user support, Service Desk support, ticket management, Windows, Mac operating systems, Microsoft Office Suite, remote access, terminal services, server, cloud platforms, network troubleshooting, patch remediation, backup remediation, root cause analysis, and OS imaging 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

Chicago, Illinois, United States (USA); Milwaukee, Wisconsin, 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, Ghost Imaging, Scripted OS Installation, Unattended OS Installation, OS Imaging Methods, CSAT

Experience

2 to 4 Years