Field Support Engineer (On Site)

The Field Support Engineer at McLane Intelligent Solutions will look after the service and maintenance needs of our customers. A Field Support Engineer should possess excellent technical skills, be a good communicator, and pay meticulous attention to detail. The ideal candidate should diagnose and resolve problems, improve efficiency, mitigate risk, provide technical assistance, and enhance and sustain relations with clients.

Responsibilities :

• Support resolution of issues escalated from Tier 1 support staff, working directly with users on timely resolution of issues
• Support and document the initiation, execution, and closing activities for a program / project
• Ensure performance metrics are met or exceeded
• Develop and maintain program support artifacts throughout the lifecycle of the initiative
• Ensure constant and proactive communication with customers, team members, and subcontractors to actively mitigate any issues or concerns
• Simulates and recreates user issues to resolve operational difficulties
• Recommends system modifications, if required, to reduce user problems
• Promote and encourage a “one-team” attitude at all levels internally and externally
• Configure and install various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN, QoS)
• Provide Level-2 / 3 support and troubleshooting to resolve issues
• Perform network maintenance and system upgrades including service packs, patches, hot fixes, and security configurations
• Prepare, schedule, coordinate, and complete project assignments

Requirements

Qualifications :

Benefits