Senior Field Support Engineer III — Client-Facing IT Ops

Synoptek; Hickory (NC); On-site; USD 60,000 - 86,000; Full time

Job summary

Synoptek is seeking a Field Support Engineer III to provide onsite client support across Windows, Mac, cloud, networking, and applications. You will mentor junior engineers, handle escalations, and contribute to high-quality service delivery.

The role emphasizes proactive issue prevention, strong communication, and adherence to documentation and security policies. Travel and on-call support may be required.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Active Directory

Okta

Slack support

O365 support

Entra ID

laptop imaging

customer service

Education

FSE III

Tools

ServiceNow

Intune/Endpoint Manager

Job description

Synoptek is seeking a Field Support Engineer III to provide onsite client support across Windows, Mac, cloud, networking, and applications. You will mentor junior engineers, handle escalations, and contribute to high-quality service delivery.

The role emphasizes proactive issue prevention, strong communication, and adherence to documentation and security policies. Travel and on-call support may be required.