A Field Support Engineer II is responsible for providing onsite support in Orange, Riverside and potentially San Diego counties as necessary for our managed clients, utilizing a company fleet vehicle. The Field Support Engineer II is the primary onsite escalation resource for the centrexIT Service Desk but may also perform onsites for other departments as well based on necessity. The Field Support Engineer II is a client facing position and requires a customer focused individual with the ability to provide excellent face to face customer service. Efficient resolution of assigned tickets while providing a best-in-class user experience is the primary objective of the Field Support Engineer II. When a Field Support Engineer II does not have scheduled onsites they will be focused on providing remote support resolving incident tickets ensuring service delivery aligns with company standards. A successful Field Support Engineer II will maintain a polite, friendly, and helpful demeanor at all times and operates with a sense of urgency.

ROLES AND RESPONSIBILITES (Include the following but are not limited to)

• Provides technical assistance and a best-in-class experience remotely and onsite

• Provides phone support and call routing as necessary

• Serves as a field escalation resource for the centrexIT Service Desk and other departments per direction of Service Desk Manager

• Responsibilities include but are not limited to: Hardware (desktops, laptops, mobile devices, printers, multifunction devices, servers, hypervisors, wireless access points, wireless access controllers, firewalls, routers, switches, peripherals, cables, etc.) installs, configuration changes, updates/upgrades, and troubleshooting. Software installs, configuration changes, updates/upgrades, and troubleshooting. Resolving incident tickets including but not limited to active directory/group policy, remote connectivity, O365, printing, slowness challenges, etc.

• Diagnoses and troubleshoots network related challenges ranging from Wi-Fi challenges to network outages

• Serves as an escalation resource and assists with warm hand-offs as needed and per direction of Service Desk Manager

• Coordinates appointments and onsites per direction of Service Desk Manager

• May at times assist the provisioning team with provisioning computers both at centrexIT headquarters and onsite at various client locations.

• May at times serve as an onboarding resource by preparing new client’s networks for Service Desk support by completing standardized onboarding tasks.

• Documents time and interactions with end users using centrexIT’s PSA while following defined standards and processes for opening and triaging tickets, entering time, communicating with clients, and updating and closing tickets adhering to defined Service Level Goals (SLG’s)

• Identifies requests that require projects, new services or a potential upgrade and escalates these opportunities to appropriate party to ensure quoting and implementation occurs in a timely manner

o Identifies Net New Revenue

• Executes recommended fixes, updates, or change controls where appropriate

o Follows best practices as defined by vendor, manufacturer, or centrexIT defined processes

• Process and Work Instruction creation, approval, testing, and adherence

o Turning “tribal knowledge” into a repeatable audit ready process for consistent execution of IT operations with an emphasis on service desk core processes

• Works directly with vendors to resolve issues and manage 3rd party applications

• Identifies and declares breakdowns within systems and processes

o Communicate openly and authentically with internal team and clients to ensure breakdowns are acknowledged and addressed in a timely manner and works towards a shared outcome ensuring the best possible user experience

• Ensures safety and security of client and their data in accordance with required policies and procedures

• Responsible for reporting on defined KPI’s, metrics and goals

• Develops and maintains excellent team member and client relationships

• Assists, escalates, and consults with other team members as necessary to achieve company defined SLG’s (Service Level Goals).

• Communicates with client as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages, and following up as necessary

• Respond promptly and professionally with clients and fellow team members, keeping commitments or resetting expectations when necessary

• Responsible for tracking of provided onsite gear and reporting when parts are used and or needed

• Responsible for maintaining company provided Fleet vehicle (e.g., reporting maintenance issues immediately to manager and taking for service)

• Required to be in the On-Call Rotation in support of 24/7 client emergencies

• Performs other duties as assigned

REQUIREMENTS

• Proficient in information technology regarding both hardware and software

• Extensive knowledge of Microsoft server and desktop operating systems, specifically Server 2012, 2016 and 2019 and Windows 8, 10 and 11 as well as Microsoft 365, Exchange Online, OneDrive, Azure AD etc.

• Comprehensive understanding of the OSI model. Able to differentiate between technical problems at the physical, network, and application layers

• Proficiency with Cisco Networking Standards (Hardware & Software), including Cisco Firewalls, Cisco Switching/Routing, Cisco Wireless, and other related technology

• Proficiency with network protocols; TCP/IP, SMTP, SNMP, DNS, DHCP, etc.

• Ability to interpret the information collected by network tools (e.g., Nslookup, Ping, and Traceroute)

• Ability to configure and troubleshoot various network platforms including firewalls, routers and switches

• Proficient in LAN and Wireless LAN troubleshooting

• Understanding of VPN LAN to LAN Tunnels, remote access VPN, and other encrypted VPN tunnels

• Ability to administer Microsoft Active Directory and LDAP protocol, setup new users, security groups, group policies, and other admin AD functions

• Understanding of file security management, shared drives, network drives, and their security permissions

• Telephony proficiency a plus - desktop phone upgrades, modifications, activations, repairs, and troubleshooting

• Communication, Verbal - Speaks clearly and effectively; listens and gets clarification; responds well to questions

• Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar

• Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations

• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values

• Team Builder - Balances team and individual responsibilities; works well in team environment

• Analytical Skills - Ability to use thinking and reasoning to solve a problem

• Must be comfortable working in a fast-paced environment with shifting priorities with the ability to remain calm in stressful situations

• Excellent customer service skills; compassionate and understanding. Ability to express both sympathy and empathy towards client

• Must be a self-starter who is able to stay driven and motivated with little supervision while working at a consistent pace

• Must be flexible, honest, and dependable

STANDARDS FOR SUCCESS

• Accounts for 100% of time worked by documenting in centrexIT ITSM system

• Maintains 98% client satisfaction rating

• Follows up daily with clients on each ticket they are assigned to

• Enters notes and time in centrexIT ITSM live if possible but no later than EOD

• Responds to all assigned tickets within SLG standards

• Is on time and ready to work at the beginning of shift

• Always maintains a professional appearance

• Is reliable and dependable

• Embodies centrexIT’s core values of “Do IT with C.L.A.S.S.” (Care, Leadership, Accountability, Service, and Speed)

EDUCATION AND EXPERIENCE

• BS Degree (Computer Science, Information Systems, or like field preferred), but Associate Degree and/or equivalent work experience would be considered

• IT industry certifications specifically Microsoft, Cisco and CompTIA Network+ preferred

• 4+ years of industry experience in technical support

• 3 to 5 years of Microsoft systems and network experience

• 3+ years of IT field experience preferred

• Previous experience working with or for an MSP

• Previous experience with ITSM ticketing system(s)

• Experience with multiple OS platforms: Windows, MAC OS, Linux, iOS and Android

• ITIL Foundation (Preferred)

REASONABLE ACCOMMODATIONS STATEMENT

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions. centrexIT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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Field Support Engineer II