Field Support & Service Engineer
About Us:
We are a leading managed services provider specializing in IT and cybersecurity solutions, trusted by a diverse clientele including financial and professional services sectors. Our commitment is to deliver tailored technology solutions that precisely meet each client's unique needs.
Position Overview:
As a Field Support & Service Engineer, you will play a pivotal role within our IT Service Team. Your primary responsibilities will involve managing incoming support requests, engaging directly with clients to address their requirements, and providing project-based support. Collaboration with various internal teams will be essential to ensure efficient handling of both internal requests and client projects.
Field Support & Service Engineer – MSP Day to Day:
Conducting all on-site appointments with a commitment to upholding our mission statement.
Identifying and managing client-initiated scope changes, ensuring seamless transition to remote support.
Collaborating with the team to ensure timely resolution of client tickets according to best practices.
Addressing escalated tickets from the Manila Service Desk and directly assigned tickets within specified SLAs.
Client Management:- Upholding a professional and respectful demeanor in all client interactions.
- Maintaining clear and consistent communication with clients and internal teams regarding ticket progress.
- Serving as the primary contact for designated client requests.
- Maintaining technical and personal knowledge to deliver exceptional customer service.
- Field Support & Service Engineer – MSP Skills and Experience:
- Proficiency in email administration (Google Workspace, Office 365).Experience with Office 365 security practices, including spam and phishing investigations.
- Strong troubleshooting skills for desktops (Mac, Windows), office software, and hardware (docking stations, monitors, etc.).Familiarity with racking, stacking, and installing network equipment such as switches, firewalls, and access points.
- Fundamental networking knowledge.
- Field Support & Service Engineer – MSP Benefits:
- Salary $70-80KGenerous PTOHealth Insurance
- Dental Insurance
- Vision Insurance 401K Contribution
