MIT Field Engineer

UBEO, LLC; Santa Rosa (CA); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401k with company match

Job summary

UBEO Business Services in Santa Rosa, CA is seeking a MIT Field Engineer to join our Managed IT team. This role provides onsite and remote technical support to clients within a roughly 2–3 hour radius of Santa Rosa and reports to the MIT Service Delivery Manager.

You will troubleshoot desktop and network hardware, Windows OS, and common software suites, and collaborate with higher-level engineers. A Bachelor's/Associate in CIS and 4+ years of field experience are preferred, with certifications

Qualifications

• Bachelor's or associate degree in computer information systems.
• 4+ years related remote and/or field work experience.
• Additional experience can be substituted for education.
• Desired certifications: CompTIA Network+, CCENT, CompTIA Security+, ITIL 4 Foundation.

Responsibilities

• Provide onsite and remote technical support for Managed IT clients.
• Respond to initial support requests and troubleshoot basic issues with single-user impact according to best practices and standard operating procedures.
• Escalate to and/or collaborate with Service Desk Engineer II or Systems Engineers when necessary.
• Adhere to communication standards and enter detailed notes on all support tickets.
• Demonstrate core values daily including professionalism, team mentoring, and adherence to SOPs.

Skills

Desktop hardware troubleshooting

Network hardware troubleshooting

Windows OS troubleshooting

MS Office suite

Education

Bachelor's/associate degree in computer information systems

Tools

ConnectWise Manage

ITGlue

Microsoft Teams

Job description

UBEO Business Services, the premier provider of business technology products and services, is seeking to hire a MIT Field Engineer to join our team in Santa Rosa, CA!

UBEO is a distributor/servicer of document equipment and software solutions. Primary products include Xerox, Ricoh and Konica Minolta multi-functional equipment and Kyocera printers. UBEO specializes in electronic document management software and integrations.

Department: Managed Services - Managed IT
Reports To: MIT Service Delivery Manager
FLSA Status: Full Time / Exempt

Purpose

This position is responsible for providing onsite and remote technical support for Managed IT clients in the Santa Rosa region.

Supervision

Supervised

Contacts

Internal: Exempt, Non-Exempt
External: Current Customers, Vendors, Contractors

Responsibilities

This position services client locations within a roughly 2 to 3 hour radius of Santa Rosa, CA.

• Provide onsite and remote technical support for Managed IT clients.
• Respond to initial support requests and troubleshoot basic issues with single-user impact according to best practices and standard operating procedures.
• Respond to escalation requests from Service Desk Engineer I team members.
• Escalate to and/or collaborate with Service Desk Engineer II or Systems Engineers when necessary.
• Adhere to communication standards and enter detailed notes on all support tickets.
• Contribute to division initiatives, best practices, and process improvement.
• Daily consistent and accurate utilization reporting and ConnectWise Manage calendar usage.
• Demonstrate core values on a daily basis including:
  • Excellent professionalism and a positive attitude.
  • Consistent usage of standard operating procedures and tools.
  • Engaging in mentoring process.
• Identify and contribute to continuous improvement efforts to reduce costs or increase productivity without reducing effectiveness.
• Maintain an open and candid working relationship with the immediate manager in discussing matters of importance.
• Adhere to established company values, practices, policies, and procedures at all times. Follow and support compliance with all applicable safety rules, laws, regulations, and standards.
• Other duties as assigned by management.

Job Related Dimensions

• Basic knowledge in the following areas:
  • Desktop hardware troubleshooting.
  • Network hardware troubleshooting (Switches, Access points, Firewalls, ect).
  • Windows OS troubleshooting.
• Standard software suites (Microsoft 365, Adobe, ect).
• Preferred experience working with the following systems (or similar systems):
  • ConnectWise Manage
  • ITGlue
  • Microsoft Teams
• Willingness to mentor and develop other support team members.
• Willingness to continue building knowledge through training and certifications.
• Track record of integrity and trustworthiness with confidential/sensitive information.
• Ability to plan, organize, and multi-task in a fast-paced environment.
• Demonstrate confidence with a high degree of professionalism.
• Very strong attention to detail and problem-solving skills are essential.
• Takes ownership of job responsibilities with personal pride and accountability.
• Very prompt, hardworking, and loves what they do.
• Ability to work independently with little supervision required.
• Ability to remain calm while working under pressure in a busy environment.
• Ability to work within the timeframe of standard policies and procedures and not miss deadlines/due dates.
• Ability to maintain confidentiality related to sensitive company and employee information.
• Excellent ability to multi-task, prioritize and problem-solve in a busy, fast-paced environment.
• Proficiency in MS Word, Excel, and Outlook is essential.
• Exhibit extraordinary discretion, confidentiality, flexibility, and willingness to work closely with our team.
• Excellent time, leadership, and management skills.
• Excellent written and verbal communication skills.
• Strong professionalism and organizational and planning skills.
• Regular and reliable attendance.

Qualifications

• Experience:
  • Bachelors/associate degree in computer information systems.
  • 4+ years related remote and/or field work experience.
  • Additional experience can be substituted for education.
• Desired certifications:
  • CompTIA Network+
  • Cisco Certified Entry Networking Technician (CCENT)
  • CompTIA Security+
  • ITIL 4 Foundation

Physical Demands & Work Environment

• Ability to sit at a desk for prolonged periods of time
• Ability to talk on the phone and work with various computer tools and applications
• Ability to type and compose written communication in various forms
• Ability to travel to customer locations on a regular basis
• Ability to work on your feet for long periods of time on a regular basis
• Ability to lift 50+lbs on occasion

UBEO offers a competitive compensation package. UBEO also offers excellent benefits that include medical, dental, vision, life, flexible spending account options as well as other supplemental benefits. UBEO also offers a 401k Retirement Plan with company match upon eligibility.

This position will require onsite work at the Chico, CA office location Monday-Friday. This position does not provide remote work options. UBEO is following CDC guidance relative to COVID safety measures and protocol to ensure a safe work environment.

UBEO is an Equal Opportunity Employer and considers applicants for all positions without regard to age, sex, color, race, religion, national origin, disability, genetic information or predisposition, military/veteran status, citizenship status, marital status or any other group protected by applicable federal, state or local laws.

Remuneration for this role: $70,304 to $80,000.Individual compensation packages are competitive and commensurate based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons.