Tier 3 Field Services Engineer

WEBIT Services, Inc.

Naperville (IL)

On-site

USD 80,000 - 110,000

Full time

14 days+

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Benefits offered by this job

Health Insurance

AD&D Insurance

LTD & STD Insurance

Unlimited PTO

Employee Assistance Program

Dental Insurance

Vision Insurance

401k

Life Insurance

Job summary

WEBIT Services, Inc. in Naperville, IL, seeks a Tier 3 Field Services Engineer to deliver advanced IT support, onsite deployment, and maintenance for client infrastructures. You will act as a Subject Matter Expert and provide proactive technical recommendations.

Responsibilities include configuring and maintaining servers, workstations, and networks, while collaborating with vCIO and project teams. A strong customer focus and clear communication are essential.

Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field, or 3+ years of Tier 3 support experience.
Extensive knowledge of Microsoft AD, O365, Azure/InTune, virtualization technologies, firewalls, and networking.
Certifications such as CCNA, CompTIA Network+, VMware VCP, or MCP are preferred.

Responsibilities

Provide advanced technical support for hardware, software, and network systems.
Perform onsite configuration, deployment, and maintenance of IT infrastructure.
Engage with clients to understand business needs and communicate technical concepts clearly.
Document configurations, troubleshooting steps, and procedures for internal teams.

Skills

Microsoft AD

O365

Azure/InTune

Networking

Firewalls

Education

Bachelor’s degree in Computer Science, Information Technology, or related field

Tools

VPN

DNS

DHCP

VMware

Job description

Company Overview

WEBIT Services, a leading Managed Services Provider based in Chicago, is searching for a dedicated and highly skilled Tier 3 Field Services Engineer to join our team of Employee Owners. As a critical part of the Field Team, you will provide advanced technical support, troubleshooting, and onsite expertise to ensure the seamless operation of client infrastructure.

Position Overview

WEBIT Services is building a Pipeline of Candidates for the Tier 3 Field Services Engineer Position.

The Tier 3 Field Services Engineer is responsible for delivering expert-level IT support, overseeing the configuration, deployment, and maintenance of IT systems for our clients. This role involves deep client interaction, proactive problem-solving, and ensuring infrastructure is up-to-date and operating efficiently. You will be a Subject Matter Expert (SME) and a trusted resource, offering proactive recommendations and technical solutions to enhance clients’ IT environments.

Core Responsibilities

Advanced Technical Support: Resolve escalated and complex technical issues across hardware, software, and network systems.
Collaborate with support teams to provide seamless resolutions and reduce client downtime.

Troubleshooting

Diagnose and resolve intricate technical issues by analyzing logs, performance data, and system metrics.
Work proactively to prevent future incidents by identifying potential risks and implementing preventive solutions.

Configuration, Deployment, and Maintenance

Perform onsite configuration and deployment of workstations, servers, and networking equipment following industry best practices.
Conduct regular maintenance checks as per the weekly and monthly checklists, ensuring systems operate at peak performance.
Record findings and maintenance activities to provide clients and internal teams with up-to-date reports.

Client Consultation

Engage with clients to understand their business needs and technical challenges, offering tailored solutions to optimize their IT environments.
Communicate technical concepts clearly to non-technical stakeholders, ensuring client satisfaction with all service engagements.

Documentation And Handover

Maintain accurate and comprehensive documentation for configurations, deployments, and troubleshooting procedures.
Ensure documentation is available for internal teams and clients through PSA.

Collaboration And Knowledge Sharing

Work closely with the vCIO, Project Managers, and Solutions Engineers to ensure all IT initiatives align with client strategies.
Train junior engineers and share best practices to improve the team’s capabilities.

Issue Escalation And Proactive Management

Identify, document, and escalate unresolved technical issues using structured escalation procedures.
Implement changes via the change management process in PSA, following defined approval workflows.

Requirements

Education/Experience:

Bachelor’s degree in Computer Science, Information Technology, or a related field, OR 3+ years of experience in a Tier 3 support or similar role.

Technical Expertise

Extensive knowledge of Microsoft AD, O365, Azure/InTune, virtualization technologies, firewalls, and networking.
Hands-on experience with server and storage virtualization, VPN, VLANs, DNS, and DHCP.
Ability to implement, configure, and troubleshoot wireless networks.

Certifications

Relevant certifications such as CCNA, CompTIA Network+, VMware VCP, or MCP are preferred.

Soft Skills

Strong problem-solving capabilities and the ability to work effectively under pressure.
Excellent communication and interpersonal skills with a customer-focused approach.

Benefits