TITLE: FIELD SERVICE ENGINEER
BRANCH: RED BLUFF (b/t Redding and Chico)
Description:
- Provides onsite and remote technical support for Managed IT clients.
- The normal / typical coverage area for this engineer would be from the Redding area in the north down to the Chico / Paradise area in the south.
Occasionally we may ask that they travel farther but we have a large client base in the territory mentioned above and most of their on-site work will be in that territory. - This position would also be a flexible work from home option position (on days where no onsite visits are scheduled) and would also be eligible for the vehicle maintenance program and mileage reimbursements.
Objectives / Responsibilities:
a. Respond to support requests escalated by the Service Desk Engineers
b. Troubleshoot according to best practices and standard operating procedures
c. Escalate to and/or collaborate with Systems Engineers when necessary
d. Adhere to communication standards and enter detailed notes on all support tickets
e. Contribute to division initiatives, best practices, and process improvement
f. Daily consistent and accurate utilization reporting and ConnectWise Manage calendar usage
g. Demonstrate core values on a daily basis including:
- Excellent professionalism and a positive attitude
- Consistent usage of standard operating procedures and tools
- Engaging in mentoring process
Requirements:
a. Strong written, verbal, and non-verbal communication skills
b. Strong knowledge in the following areas:
i. Desktop hardware troubleshooting
ii. Windows OS troubleshooting
iii. Basic network troubleshooting
iv. Standard software suites (Microsoft 365, Adobe, etc.)
c. Experience working with the following systems (or similar systems):
i. ConnectWise Manage
ii. IT Glue
iii. Microsoft Teams
d. Flexibility in travel requirements within assigned client regions
e. Willingness to mentor and develop other support team members
f. Willingness to continue building knowledge through training and certifications
g. Desired certifications:
- Microsoft Technical Associate – Windows 10 or 11 (MTA)
- CompTIA Network+
- Cisco Certified Entry Networking Technician (CCENT)
Key Measures:
a. Daily use of ticketing system (ConnectWise Manage), accurate utilization reporting, and calendar usage
b. Minimum billing utilization of 75%