Field Service Engineer

Job Description

Job Description

Field Service Engineer- ONSITE 5 DAYS/WEEK AT CLIENT SITE

Position Summary:

A Field Service Engineer provides on-site IT support for the customers of AccountabilIT. They are also an escalation point for L1 resources for Desktop related issues that may require additional expertise to resolve.

All activities performed by the Field Service Engineer are captured in the appropriate system of record for activity and time keeping. Support is primarily delivered to the customer's location. Frequent travel to a customer location and/or permanent placement at a customer location is required.

The position requires excellent writing and oral communication, troubleshooting, and documentation skills. The Field Service Engineer must have an understanding of computer support best practices. They also must be able to multitask and organize their work effectively to meet their daily, weekly, and monthly goals.

Essential Functions:

• Install, upgrade, support and troubleshoot Microsoft Windows desktop Operating Systems, Microsoft Office 365, and other authorized desktop applications

• Install, upgrade, support and troubleshoot PC hardware, printers, and other authorized peripheral equipment

• Install, upgrade, support, patch, and troubleshoot the desktop environment OS and application images

• Work with PSA/service desk tools for managing asset, configuration, request, and incident information

• Maintain PC asset inventory, perform replacement/defective component part returns

• Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime

• Troubleshooting network connectivity (wired and wireless) in a LAN/WAN environment

• Requesting and coordinating vendor support

• Emphasis on client support and providing accurate friendly customer service

Required Qualifications (This should include any minimum education, work experience, knowledge, & skills necessary to perform the functions of the position):

• High School diploma or GED

• 4+ years of desktop support experience

• Working knowledge of IT support concepts and practices.

• Strong written and verbal communication skills

Other Qualifications:

• Working technical knowledge of current protocols, operating systems, and standards.

• Ability to operate tools, components and peripheral accessories.

• Software and Hardware Troubleshooting

• Exceptional PC troubleshooting skills with Windows desktop OS’s

• Working knowledge of SCCM, AD and remote-control tools

• Working knowledge of 802.1x and multi-form authentication technologies

• Knowledge of all software applications used within the organization

• Self-confidence and interpersonal skills

• Analytical and problem-solving skills

• Good communication (both verbal and written) skills

• Planning and organizing skills

• Good administration management skills

• Create or modify training and SOP documentation

• Create or modify system use documentation

• Strong listening skills

• Able to operate effectively in a team environment with both technical and non- technical team members

• Able to operate with minimal supervision

• Able to manage time effectively, set priorities appropriately, schedule calls

• Able to operate within standard operating procedures

• Able to maintain professional demeanor under stress

Supervisory responsibility: No

If yes, indicate the position(s) this person will directly and/or indirectly manage:

Direct: Indirect:

Physical Demands and Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, write and operate a computer keyboard, standard office equipment and telephone. The employee regularly communicates with customers. The employee is frequently required to move about and reach for items. The employee may occasionally lift and/or move up to 50 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Please Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.