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Program Coordinator
2 weeks ago
The number one goal of everyone on our team is to make our Clients exceptionally happy. The Field Engineer plays a vital role in making sure that happens.
The Field Engineer handles escalated support requests for the Service Delivery Team that need to be handled on-site. They are assigned the support requests that the Junior Helpdesk Technician can t handle and any projects requiring on-site implementation.
When help is needed, the Field Engineer can turn to the Service Delivery Manager for guidance and support.
CUSTOMER SERVICE
- Work on and resolve escalated Helpdesk Tickets
- Delight our Clients with a Friendly, Quick, and Helpful Experience
- Provide the Client with advanced on-site troubleshooting
- Provide the Client with on-site installation & removal of equipment
- On-Site Hardware Maintenance and Support
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
- Managing and recording all work through our Ticketing System
- Make sure that Client Documentation is well maintained
- Split tickets that have several issues into their own individual ticket
- Make sure that tickets aren t stale throughout the process
- From time to time, the projects team will need additional resource to help deliver projects on-site.
- Create and maintain documentation for on-site processes
- Escalate tickets that require Service Delivery Manager support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Submit Timesheets & Expense reports as indicated on their SOPs
- Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients
TEAMWORK
- Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.
- Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks.
- Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
- Identify opportunities for improvement and make constructive suggestions for change.
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO
DESIRED
- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills, founded in being a good listener
- Advanced understanding of support tools, techniques and how technology is used to provide services
- Advanced understanding of operating systems, business applications, printing systems and network systems
- Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
- Advanced experience and understanding of structured cabling (tidy cable management is a must)
- Advanced experience installing and maintaining networking and VoIP equipment
- Advanced experience and knowledge of working with the Microsoft 365 Platform
- Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
- Advanced experience working with vendors for expedited troubleshooting of hardware and software systems
- Must be able to type quickly and accurately while talking on the phone
- A deep desire to deliver an amazing Client Experience
- Advanced knowledge of IT Applications, Software & Hardware
- The ability to speak both Geek and human
- Great Communications skills, founded in being a good listener
- A deep desire to deliver an amazing Client Experience
- Drivers license
- The ability to speak both Geek and Human
- The ability to keep up with & adapt to the fast-paced IT world
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience providing support via remote tools
- Experience handling Technical Service Tickets
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Client Experience Certifications such as Helpdesk Habits etc.
- Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
For someone looking to progress in their role, the Field Engineer naturally leads into roles such as the Service Delivery Manager or CTO.
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