IT Field Engineer

Enhanced Computing Solutions; Towson (MD); Hybrid; USD 68,000 - 70,000; Full time

Benefits offered by this job

Health, Dental and Vision coverage

Hybrid office environment

Work-from-home flexibility

Cybrary.it subscription

High-powered laptop

Ongoing training

Job summary

Enhanced Computing Solutions is seeking an IT Field Engineer in Towson, MD to handle escalated on-site support requests and ensure client satisfaction. You will work with the Service Delivery Team and receive guidance from the Service Delivery Manager.

Responsibilities include resolving tickets, documenting processes, and maintaining strong communication with clients to provide timely updates and risk mitigation. A hybrid work model and ongoing training are offered.

Qualifications

• Strong problem-solving and diagnostic abilities.
• Excellent verbal and written communication skills, with a focus on client experience.
• Familiarity with support tools, operating systems, business apps, and network devices.

Responsibilities

• Handle escalated Helpdesk tickets and on-site service requests.
• Provide fast, friendly, and effective client support.
• Document and track all work in the ticketing system.

Skills

Problem solving

Communication

Support tools

Operating systems

Microsoft 365

Workstation migrations

Vendor liaison

Fast typing

Client experience

IT applications/hardware

Communication with clients

Tools

Ticketing system

RMM tools

PSA software

Job description

OVERVIEW

The number one goal of everyone in our team is to make our Clients exceptionally happy. The IT Field Engineer plays an important role in making sure that happens.

The IT Field Engineer handles escalated support requests for the Service Delivery Team, that require an onsite visit.

When help is needed the IT Field Engineer can turn to the Service Delivery Manager for guidance and support.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advancedtroubleshooting

USE OF OUR TICKETING SYSTEM

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation in well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren't "stale" throughout the process

COMMUNICATION, REPORTING & RISK

• Create and maintain documentation for on-site processes
• Escalate tickets that require Service Delivery Manager support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TEAM WORK

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Manager

SKILLS AND ATTRIBUTES

DESIRED

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Understanding of support tools, techniques and how technology is used to provide services
• Understanding of operating systems, business applications, printing systems and network systems
• Diagnosis skills of technical issues related of end-user hardware & software and network devices
• Experience and knowledge of working with the Microsoft 365 Platform
• Experience in workstation migrations
• Experience working with vendors for expedited troubleshooting of hardware and software systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Great Communications skills, founded in being a good listener
• A deep desire to deliver an amazing Client Experience
• The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Professional IT Certifications such as Microsoft MCP, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

PERKS

• We offerHealth / Dental_and_Vision coverage
• An easy-going environment and culture (we all enjoy what we do)
• The flexibility to work from home (we run a Hybrid office)
• Subscription to Cybrary.it
• AHigh-Powered Laptop
• A Proactive Approach to Ongoing Training to help you develop life-long skills

Salary: $68k - $70k