Tier 1 Field Services Engineer

WEBIT Services; Naperville (IL); On-site; USD 55,000 - 70,000; Full time

Job summary

WEBIT Services, a leading Managed Services Provider, is seeking a Tier 1 Field Services Engineer to provide exceptional on-site and remote technical support. This role involves troubleshooting, workstation deployment, and system maintenance, offering a great opportunity for growth in a client-focused environment. Ideal candidates will have foundational IT knowledge and strong communication skills, with a commitment to customer satisfaction.

Benefits

Company-paid Day-1 Health Insurance

Unlimited PTO

401k

Qualifications

• 1-2 years of experience in a technical support role.
• Basic knowledge of networking fundamentals.
• Familiarity with common software applications.

Responsibilities

• Deliver Tier 1 support by diagnosing and resolving technical issues.
• Build, configure, and deliver workstations and devices.
• Accurately document, track, and resolve support tickets.

Skills

Problem-Solving

Communication Skills

Customer Service

Education

High school diploma or equivalent

Associate’s degree or IT certifications (e.g., CompTIA A+, Network+)

Tools

Windows operating systems

Active Directory

IT ticketing systems

Job description

Company Overview

WEBIT Services, an employee-owned Managed Services Provider (MSP) based in Chicago, is looking for a dedicated and skilled Tier 1 Field Services Engineer to join our growing team. As a member of our employee-owner community, you’ll play a critical role in delivering exceptional on-site and remote technical support to our clients. The Tier 1 Field Services Engineer will troubleshoot and resolve technical issues, set up and configure workstations, and help ensure our clients experience seamless and reliable IT services, all while upholding our commitment to outstanding customer satisfaction.

Position Overview

As a Tier 1 Field Services Engineer, you will serve as the first point of contact for clients, addressing basic troubleshooting, system maintenance, and service requests. This role is perfect for individuals with a solid foundational knowledge of IT systems who are eager to expand their skills in a dynamic, client-focused environment. You’ll gain valuable hands-on experience while working directly with clients to ensure their IT needs are met efficiently and professionally.

Responsibilities

• Onsite and Remote Technical Support: Deliver Tier 1 support by diagnosing and resolving technical issues for client systems both remotely and on-site, including desktops, laptops, networks, and peripherals.
• Workstation Deployment: Build, configure, and deliver workstations and devices to clients, ensuring smooth setup and integration into their environments.
• Incident Management: Accurately document, track, and resolve support tickets promptly, ensuring all work is properly logged in the company’s ticketing system.
• Hardware and Software Troubleshooting: Identify and repair hardware issues (e.g., PCs, printers, network devices), software malfunctions, and basic network problems, minimizing downtime for clients.
• System Maintenance: Perform regular maintenance tasks, including software updates, patch management, and configuration changes, to keep client systems running efficiently.
• Service Installations: Support the setup and installation of hardware, new devices, and other IT-related services during onsite visits.
• Collaboration and Escalation: Collaborate with higher-tier support engineers to escalate complex technical issues that require more advanced troubleshooting.
• Compliance and Security: Adhere to internal policies and industry standards to maintain data security and confidentiality when working with client systems and sensitive information.

Experience/Education:

• High school diploma or equivalent; Associate’s degree or IT certifications (e.g., CompTIA A+, Network+) preferred.
• 1-2 years of experience in a technical support role, ideally within an MSP or similar IT services company.
• Technical Skills:
• Basic knowledge of Windows operating systems, Active Directory, and networking fundamentals.
• Familiarity with common software applications (e.g., Microsoft Office, antivirus programs).
• Understanding of hardware components, troubleshooting tools, and IT ticketing systems.
• Communication Skills: Ability to communicate technical information clearly and effectively to non-technical clients.
• Problem-Solving: Strong diagnostic and problem-solving skills with a proactive approach to technical issues.
• Customer Service: A client-first mentality with strong interpersonal and communication skills.

Working Conditions

• Willingness to travel to client locations for on-site support.
• Ability to lift and move hardware, including PCs, servers, and other IT equipment, up to 50 lbs.
• Flexible hours may be required for scheduled maintenance, client emergencies, or project deadlines.

Benefits:

• Company-paid Day-1 Health Insurance for employee
• Company-paid AD&D Insurance
• Company-paid LTD & STD Insurance
• Unlimited PTO
• Employee Assistance Program
• Dental Insurance
• Vision Insurance
• 401k
• Life Insurance

Additional Information:

• Position Type: Full time, salaried
• Salary Range: $55,000-70,000/yr.
• Unlimited PTO Eligibility: After 90 days
• Employee Ownership Eligible after 1 year of service