Field Support Engineer III

Synoptek; Schaumburg (IL); On-site; USD 85,000 - 110,000; Full time

Job summary

Synoptek in Schaumburg, IL is seeking a Field Support Engineer III to deliver onsite client support for scheduled and on-demand service needs. You will handle infrastructure escalations, mentor junior engineers, and drive rapid resolution with advanced troubleshooting and analytics.

Ideal candidates have 5–8 years of experience in customer-facing tech support, Windows/Mac environments, cloud platforms, and ITIL-aligned processes. This role requires on-site presence in Schaumburg, IL.

Qualifications

• Senior leadership experience in client-facing technical support.
• Experience with ITIL-based support practices would be beneficial.
• Strong troubleshooting and analytics skills.

Responsibilities

• Provide onsite support to clients for scheduled and on-demand service requirements.
• Receive and resolve infrastructure escalations from Field Support Engineer I and II.
• Mentor junior engineers with guidance and troubleshooting support.
• Proactively anticipate issues to ensure prompt response and resolution.
• Follow ticketing processes and document issues thoroughly and timely.

Skills

Leadership

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 III is responsible for providing onsite support to clients for scheduled and on-demand service needs while handling infrastructure escalations from the field support team. This role serves as a senior client-facing technical support resource, mentors Field Support Engineers I and II, supports ticket resolution, applies advanced troubleshooting and analytics, and builds trusted client relationships. The position supports system performance improvement, root cause analysis, patch deployment, backup remediation, alert resolution, secure credential handling, documentation, ITIL-based support practices, and troubleshooting across Windows, Mac, real-time communication platforms, cloud infrastructure, networking, applications, server, and endpoint environments.

Mandatory Skills

Leadership

Role

• Provide onsite support to clients for scheduled and on-demand service requirements.
• Receive and resolve infrastructure escalations from Field Support Engineer I and II team members.
• Mentor Field Support Engineers I and II by providing guidance, knowledge sharing, and troubleshooting support.
• Proactively anticipate and elevate issues to ensure prompt response and resolution.
• Maintain current knowledge of support policies and delivery methods to provide accurate customer solutions.
• Recommend software and hardware platforms aligned with client business strategy using sound judgment.
• Determine system specifications and evaluate technology solutions for clients.
• Follow established ticketing processes and document issues thoroughly and in a timely manner.
• Prioritize proactive tasks to improve system performance and reduce reactive troubleshooting.
• Apply advanced ITIL principles in support and service delivery activities.
• Access and retrieve credentials securely using authorized password management tools.
• Ensure compliance with document security policies, procedures, client ethics standards, and business policies.
• Deliver high-quality communication through phone and email to technical and non-technical users.
• Prepare formal and informal documents or presentations to communicate clear perspectives to internal teams.
• Set and manage audience expectations by clearly defining actions and timelines.
• Apply advanced analytics for backup remediation, root cause analysis, patch deployment, and alert resolution.
• Analyze issues using critical thinking to identify root causes and effective solutions.
• Identify relationships among problem components and propose tested, practical resolutions.
• Balance troubleshooting time with timely escalation to maintain strong customer service.
• Conduct post-resolution reviews to improve future troubleshooting efficiency.
• Leverage and contribute to the knowledgebase to support issue resolution and knowledge sharing.
• Participate in on-call rotation and provide support during non-standard business hours as required.

Job-related Experience

• Experience in customer-facing project management, client engagement, technical support, infrastructure escalation, field support, ticketing, troubleshooting, Windows, Mac operating systems, Microsoft Office Suite, remote access, terminal services, servers, cloud platforms, networking, real-time communication platforms, applications, OS deployment, Ghost, Sysprep, and imaging methods is required.

Flsa

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

Schaumburg, Illinois, United States (USA)

Education Qualification

Must have experience working directly with customer onsite.

Experience

5 to 8 Years