Onsite Field Support Engineer I — Client-Facing, Tier 1

Synoptek; Boise (ID); On-site; USD 52,000 - 65,000; Full time

Job summary

Synoptek is seeking a Field Support Engineer I to provide on-site client support for scheduled and on-demand service needs. You will triage, assign, and resolve Tier 1 incidents while building trusted relationships with clients in a fast-paced IT environment.

You will handle end-user support across Windows, Mac, Office Suite, remote access, terminal services, servers, cloud platforms, and networks, ensuring CSAT targets and compliance with client policies.

Qualifications

• Bachelor’s Degree required or equivalent experience.
• Experience in customer-facing project management and service desk support.
• Experience with Windows, Mac OS, Microsoft Office, remote access, terminal services, and cloud platforms.

Responsibilities

• Provide onsite support to clients for scheduled and on-demand service requirements.
• Triage, assign, and work tickets to support client service needs.
• Actively listen to and engage with clients to understand support requirements and resolve issues effectively.
• Troubleshoot and manage Tier 1 client incidents and requests in a Service Desk environment.
• Provide basic end-user support in an enterprise environment.
• Build trusted client relationships while representing the organization professionally as a client-facing support resource.
• Support ticket resolution targets, customer satisfaction expectations, and ticket utilization requirements.
• Troubleshoot basic issues related to Windows operating systems, Mac operating systems, Microsoft Office Suite, remote access, terminal services, servers, cloud platforms, and networks.
• Ensure compliance with client code of business ethics, standards, and policies.
• Operate with integrity, follow through on commitments, and maintain a can-do attitude under pressure.
• Comply with HR policies and general employment expectations.
• Escalate issues appropriately when resolution requires higher-level technical support.

Skills

Field Support

Onsite Support

Client Support

Tier 1 Support

Service Desk

End-User Support

Ticket Management

Incident Management

Request Management

Client Engagement

Customer-Facing Support

Customer Satisfaction

CSAT

Ticket Resolution

Ticket Utilization

Windows OS

Mac OS

Microsoft Office Suite

Remote Access

Terminal Services

Server Support

Cloud Platform Support

Network Troubleshooting

Basic Technical Troubleshooting

Client Communication

Compliance

Business Ethics

Communication Skills

Education

Bachelor’s Degree in a related field

Job description

Synoptek is seeking a Field Support Engineer I to provide on-site client support for scheduled and on-demand service needs. You will triage, assign, and resolve Tier 1 incidents while building trusted relationships with clients in a fast-paced IT environment.

You will handle end-user support across Windows, Mac, Office Suite, remote access, terminal services, servers, cloud platforms, and networks, ensuring CSAT targets and compliance with client policies.