Onsite IT Field Engineer: Client-Facing Tech Support

QualityIP

Kent (OH)

On-site

USD 50,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Medical Insurance with HSA

Simple IRA with 3% match

Flexible scheduling

Paid Time Off

Certification reimbursement

Company apparel

Microsoft Workplace Discount

Keeper Password Manager

CompTIA content discounts

Job summary

QualityIP, a Northeast Ohio technology firm, seeks a Field Engineer to deliver on-site technical support and keep client technology environments running smoothly. You will diagnose hardware and software issues, install and configure systems, and document resolutions while upholding exceptional customer service.

In this role you’ll collaborate with clients to understand needs, explain options, and identify opportunities to expand MSP services.

Qualifications

Bachelor’s degree or industry certifications such as CompTIA A+, Network+, Security+ and Microsoft Certified Professional are strongly desired but not required.
Valid driver’s license.
Proven experience in on-site technical support, hardware/software troubleshooting, and network support.
Strong knowledge of common operating systems and software applications.
Familiarity with hardware components and the ability to perform basic hardware repairs and upgrades.
Excellent analytical and problem-solving skills.
Strong verbal and written communication skills for professional client interactions.
Customer-centric attitude.
Strong organizational skills and self-direction.
Experience providing IT support within a Windows Active Directory environment.
Fundamental understanding of Windows Server.
Basic knowledge of networking concepts, including IP addressing.

Responsibilities

Provide best-in-class, multi-tiered onsite technical support to clients as scheduled or in response to service requests.
Diagnose, troubleshoot, and resolve hardware and software issues, including upgrading components and replacing faulty parts.
Deliver excellent customer service and maintain a positive and professional demeanor during client interactions.
Identify opportunities for upselling and cross-selling additional MSP services.
Maintain accurate and detailed records of client interactions, issues, and resolutions.
Maintain an accurate inventory of on-site equipment, parts, and supplies.
Keep clients informed about the status of their issues and requests, providing a professional and friendly point of contact for technical support.
Escalate complex or unresolved issues to higher-level technicians or engineers when necessary.
Install, configure, and troubleshoot software applications, hardware, and operating systems.
Educate end-users on best practices.
Adhere to policies and procedures, including security and compliance guidelines.