Field Support Engineer III - NA

Synoptek; Atlanta (GA); On-site; USD 75,000 - 95,000; Full time

Job summary

Synoptek, a global Managed Experience Provider, seeks a Field Support Engineer III in Atlanta, GA to deliver onsite client support for scheduled and on-demand service needs. This role mentors junior engineers, handles infrastructure escalations, and supports Windows, Mac, cloud, networking, and server environments.

The position emphasizes proactive problem solving, strong client relations, and adherence to ITIL practices within a dynamic field-services team.

Qualifications

• 3 to 5 years of customer-facing IT support and field service experience.
• Experience with Windows and Mac operating systems, OS deployment, and real-time communication platforms.
• Bachelor's degree or equivalent work experience.

Responsibilities

• Provide onsite client support for scheduled and on-demand service requirements.
• Resolve infrastructure escalations from Field Support Engineer I and II.
• Mentor Field Support Engineers I and II with guidance and troubleshooting support.
• Proactively anticipate and elevate issues to ensure prompt response and resolution.
• Follow ticketing processes and document issues thoroughly and in a timely manner.
• Apply ITIL principles in support and service delivery activities.

Skills

Field Support

Onsite Support

Client Support

Infrastructure Escalation

Customer-Facing Support

Ticketing

Ticket Documentation

Service Desk

End-User Support

Technical Support

Mentoring

ITIL Principles

Password Management Tools

Document Security

Client Communication

Phone Support

Email Support

Backup Remediation

Root Cause Analysis

Patch Deployment

Alert Resolution

Critical Thinking

Problem Solving

Windows OS

Mac OS

Microsoft Office

Remote Access

Terminal Services

Server Support

Cloud Platforms

Cloud Infrastructure

Networking

Applications

Real-Time Communication Platforms

Knowledgebase

On-Call Support

Education

Bachelor's Degree

Tools

Ghost Imaging

Sysprep

OS Imaging

Imaging Tools

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!!

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

Field Support, Onsite Support, Client Support, Infrastructure Escalation, Customer-Facing Support, Ticketing, Ticket Documentation, Service Desk, End-User Support, Technical Support, Mentoring, ITIL Principles, Password Management Tools, Document Security Compliance, Client Communication, Phone Support, Email Support, Backup Remediation, Root Cause Analysis, Patch Deployment, Alert Resolution, Critical Thinking, Problem Solving, Windows OS, Mac OS, Microsoft Office Suite, Remote Access, Terminal Services, Server Support, Cloud Platforms, Cloud Infrastructure, Networking, Applications, Real-Time Communication Platforms, Knowledgebase Contribution, On-Call Support

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

Atlanta, Georgia, 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

Microsoft Role-Based Certification, A+ Certification, Security+ Certification, Network+ Certification, ITIL Certification, Ghost Imaging, Sysprep, Scripted OS Installation, Unattended OS Installation, OS Imaging Methods, System Performance Improvement, Software Platform Recommendation, Hardware Platform Recommendation, Technology Solution Evaluation, Formal Documentation, Presentation Preparation, Ticket Utilization, CSAT, Escalation Handling, Enterprise Support Environment

Experience

3 to 5 Years