Field Service Engineer II

As an IT Field Services Engineer II (Onsite / Dedicated), you, and your team provide primarily onsite client support, with potential remote support afterhours and / or periodically during weekends.

You should bring a high level of customer-centric focus blended with technical expertise that aligns what we do as a business to our client's mission.

Responsibilities and Duties :

The IT Field Services Engineer II is responsible for :

• Provide onsite, telephone, email, instant messaging technical support to client end users, across a wide range of technical support areas that include :
• Account management
• Incident and problem management
• Troubleshooting
• Break-fix
• Procure (or ensure procured), install, configure, provision, and troubleshoot hardware, software, licensing, and peripherals;

support technology refreshes.

• Create, maintain, and rollout up-to-date images for workstation provisioning
• End user training and support
• Basic network support
• Onboarding and offboarding of end users
• Other end user support as needed by the client.
• Always ensure the customer is left whole' after any work activity (i.e., requisite hardware, software, peripherals, and all processes are functioning as required).

Validate with the customer prior to leaving the assignment.

• Perform advanced troubleshooting steps to resolve various technical issues related to hardware and software problems; escalate timely if necessary.
• Document ticket information in detail, communicate status, and follow-up on all tickets in a timely manner to ensure tickets do not age and SLAs are met.
• Log accurate and detailed notes within the ticketing system.
• Serve as technical escalation point of contact for Solution Center Engineers in support of your client.
• Achieve high customer satisfaction levels as based on goals set by your manager.
• Configure and troubleshoot issues related to the following technologies : Windows Server, Active Directory, Windows and Mac OS, laptop and desktop hardware, Anti-Virus, Email Security, and Microsoft 365 Applications.
• Document and implement procedures, standards, best practices configurations, settings, installation sequences, and back-out instructions.
• Communicate with Client Services issues that arise during the normal course of support for client.
• Work with the Project Management Office during special project implementations to provide end users with high support levels that align with new or changed service.
• Protect client data, ensure appropriate levels of confidentiality, integrity, and availability.
• Proactively anticipate, identify, and resolving problems. Take ownership and initiative for problem resolution, spot potential problem areas, analyze solutions, propose a resolution, and ensure implementation.

Take the term customer service to heart.

• Identify, support, and escalate security incidents quickly to the Cyber Security team.
• Follow asset management inventory control procedures set by R3 to ensure the assets of the client are tracked accurately.
• Continue to develop self-knowledge and skills to keep apprised of new and changing industry products, services, standards, and trends.

Research, training, self-learning, and keeping certifications current. (Minimum annual education requirements).

Other duties or tasks as assigned by management.

Knowledge, Skills, and Abilities :

• A bachelor's degree, or equivalent in experience and certifications, from an accredited college or university with a major in Computer Science, Information Systems, Computer Engineering, Business, or other related scientific or technical discipline.
• Three (3) years of successfully progressive experience in a service desk technician role can substitute for any or all the education requirements.
• Ability to communicate effectively, orally and in writing, and to establish and maintain effective working relationships with peers, end-users, and vendor development staff, as well as all levels of management personnel as necessary.
• Minimum of 3 years of formal information technology, desktop support, customer support, customer service, technology management experience
• Technical training in combination with an industry certification may substitute for some or all the education requirements.
• Practical experience with an enterprise incident management system.
• Practical experience with service management help desk tools.
• Certification from CompTIA, Microsoft, or HDI is a plus.
• Knowledge of computer hardware, architecture, repair, and troubleshooting procedures.
• Knowledge of Windows desktop operating systems and file systems including Active Directory.
• Knowledge of TCP / IP device configuration and the Judiciary network structure.
• Proficient problem-solving, communication, and interpersonal skills. A strong ability to learn and think critically.
• Able to diffuse tense situations. Experience in dealing with people in a highly visible, fast-paced, and sometimes stressful environment.

Ability to handle people in varying situations, including when users are frustrated, anxious, or upset.

• Demonstrated customer service abilities (e.g., patience, positive customer-friendly attitude, active listening, empathy, professionalism, etc.).
• Strong ability to be self-motivated and self-starting. Able to control attention and minimize distractions to achieve greater efficiency.

Proficient planning & organization skills - setting and managing personal priorities. Able to set priorities and handle multiple competing demands.

• Ability to research and learn about new technology and apply that knowledge to diagnosing complex or challenging problems.
• Ability to proactively seek out solutions (including collaborating with peers) prior to contacting management for assistance.
• Ability to be a team player. Demonstrate being team-oriented, ensuring that there is respect shown for customers, team members, peers, and management.

Ability to ensure proper recording, documentation, routing, and closure of incidents.

Familiarity with ITIL / ITSM Concepts

Work Environment and Physical Requirements :

Must be able to safely lift and move pieces of hardware weighing up to 50lbs. May need to handle heavier pieces of equipment with additional help.

Proper lifting techniques for moving equipment.

• Stooping, kneeling, and crawling may be needed for the installation of equipment.
• Ability to use small hand tools appropriate for computer installation and repair.
• Ability to travel alone to multiple client locations.
• Awareness of safety for people and equipment in the environment.
• Awareness of standard electrical and mechanical precautions.
• Hand tools, medium and large-sized motor vehicles (such as vans), pneumatic pallet lifts, equipment carts, hand trucks.
• Use of mobile devices as required for daily work assignments.

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