Senior Field Support Engineer — Onsite IT & Escalations

Synoptek; Atlanta (GA); On-site; USD 75,000 - 95,000; Full time

Job summary

Synoptek, a global Managed Experience Provider, seeks a Field Support Engineer III in Atlanta, GA to deliver onsite client support for scheduled and on-demand service needs. This role mentors junior engineers, handles infrastructure escalations, and supports Windows, Mac, cloud, networking, and server environments.

The position emphasizes proactive problem solving, strong client relations, and adherence to ITIL practices within a dynamic field-services team.

Qualifications

• 3 to 5 years of customer-facing IT support and field service experience.
• Experience with Windows and Mac operating systems, OS deployment, and real-time communication platforms.
• Bachelor's degree or equivalent work experience.

Responsibilities

• Provide onsite client support for scheduled and on-demand service requirements.
• Resolve infrastructure escalations from Field Support Engineer I and II.
• Mentor Field Support Engineers I and II with guidance and troubleshooting support.
• Proactively anticipate and elevate issues to ensure prompt response and resolution.
• Follow ticketing processes and document issues thoroughly and in a timely manner.
• Apply ITIL principles in support and service delivery activities.

Skills

Field Support

Onsite Support

Client Support

Infrastructure Escalation

Customer-Facing Support

Ticketing

Ticket Documentation

Service Desk

End-User Support

Technical Support

Mentoring

ITIL Principles

Password Management Tools

Document Security

Client Communication

Phone Support

Email Support

Backup Remediation

Root Cause Analysis

Patch Deployment

Alert Resolution

Critical Thinking

Problem Solving

Windows OS

Mac OS

Microsoft Office

Remote Access

Terminal Services

Server Support

Cloud Platforms

Cloud Infrastructure

Networking

Applications

Real-Time Communication Platforms

Knowledgebase

On-Call Support

Education

Bachelor's Degree

Tools

Ghost Imaging

Sysprep

OS Imaging

Imaging Tools

Job description

Synoptek, a global Managed Experience Provider, seeks a Field Support Engineer III in Atlanta, GA to deliver onsite client support for scheduled and on-demand service needs. This role mentors junior engineers, handles infrastructure escalations, and supports Windows, Mac, cloud, networking, and server environments.

The position emphasizes proactive problem solving, strong client relations, and adherence to ITIL practices within a dynamic field-services team.