Field Engineer

Job Description

Job DescriptionTITLE: FIELD SERVICE ENGINEERBRANCH: RED BLUFF (b/t Redding and Chico)Description:

1. Provides onsite and remote technical support for Managed IT clients.
2. 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.
3. 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 Engineersb. Troubleshoot according to best practices and standard operating proceduresc. Escalate to and/or collaborate with Systems Engineers when necessaryd. Adhere to communication standards and enter detailed notes on all support ticketse. Contribute to division initiatives, best practices, and process improvementf. Daily consistent and accurate utilization reporting and ConnectWise Manage calendar usageg. Demonstrate core values on a daily basis including:

1. Excellent professionalism and a positive attitude
2. Consistent usage of standard operating procedures and tools
3. Engaging in mentoring process

Requirements:a. Strong written, verbal, and non-verbal communication skillsb. Strong knowledge in the following areas:i. Desktop hardware troubleshootingii. Windows OS troubleshootingiii. Basic network troubleshootingiv. Standard software suites (Microsoft 365, Adobe, etc.)c. Experience working with the following systems (or similar systems):i. ConnectWise Manageii. IT Glueiii. Microsoft Teamsd. Flexibility in travel requirements within assigned client regionse. Willingness to mentor and develop other support team membersf. Willingness to continue building knowledge through training and certificationsg. Desired certifications:

1. Microsoft Technical Associate – Windows 10 or 11 (MTA)
2. CompTIA Network+
3. Cisco Certified Entry Networking Technician (CCENT)

Key Measures:a. Daily use of ticketing system (ConnectWise Manage), accurate utilization reporting, and calendar usageb. Minimum billing utilization of 75%