Field Support Engineer

4 weeks ago

Phoenix, United States New Era Technology Full time

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.


We are looking for team members to contribute to and deliver our mission: “To deliver and support technology solutions that securely connect people, places, and information.” New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.

Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.

New Era Technology provides a team-oriented culture, a positive environment filled with an incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.


We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.

We currently have a need for The Field Support Engineer who will be responsible for the installation, configuration, and troubleshooting of network infrastructure hardware and software. This position supports a broad range of IT hardware and software. The selected professional will be responsible for working with end users about the issues related to physical workstations, including laptops, desktops, peripherals, network devices, among others. Individual should also be well versed about remote troubleshooting and remote desktop support, Physical hardware inventory etc. In addition, they will also be responsible for serving in a client-facing role to carry out imaging and deploying desktop equipment, fielding onsite escalations from services desk, supervisor, and customer.


Job Description

The Field Support Engineer will be responsible for the installation, configuration, and troubleshooting of network infrastructure hardware and software. This position supports a broad range of IT hardware and software. The selected professional will be responsible for working with end users about the issues related to physical workstations, including laptops, desktops, peripherals, network devices, among others. Individual should also be well versed about remote troubleshooting and remote desktop support, Physical hardware inventory etc. In addition, they will also be responsible for serving in a client-facing role to carry out imaging and deploying desktop equipment, fielding onsite escalations from services desk, supervisor, and customer.


Responsibilities

  • Responsible for installing, maintaining, and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems.
  • Diagnose and resolve various hardware performance issues, make decisions when appropriate related to replacing existing user workstation equipment and carry out the entire product replacement process, including the removal of existing IT assets as well as the implementation of new IT assets.
  • Takes responsibility for potential or desired follow-up services or problem escalation.
  • Should contribute directly to the implementation of new company service solutions, or short projects as per the supervisor’s directives.
  • Manage all IT assets, including tagging in / out existing and new IT assets as they are rolled out to end users.
  • Ensure the best possible experience when setting up new user equipment, perform the necessary onsite testing to assure existing and / or new employees have access to equipment, applications, and various other technical solutions.
  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
  • Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it.
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
  • Dealing with hardware and application support queries and issues reported to the Field Services team
  • Take ownership and responsibility of an issues from start through to a successful resolution
  • Escalate issues and involve experts wherever required to resolve issues as quickly as possible
  • Ensures that supported customer accurately completes the approved work request with the date and time of submission
  • Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
  • Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas
  • Maintain adequate knowledge of operating systems and application software used to provide a high level of support
  • Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices, and procedures
  • When the restoration is beyond the scope of the Service Desk Agent, he/she will escalate the issue/problem to proper tier 2 and 3 support team members


Requirements

  • 2+ years of experience working in a field services support capacity, with specific experience in the configuration, implementation, and maintenance of IT assets (Laptops, Desktops, Peripherals), troubleshooting and resolving any and all technical issues which require onsite service support.
  • Knowledge and practical experience troubleshooting and supporting local area data networking (hardware/software/protocols and best practices).
  • Knowledge of Incident Management, Service Request management, DEPOT model etc.
  • Proficiency in Microsoft Desktop OS (domain environment), Desktop application related configurations, troubleshooting etc.
  • Knowledge of standard Microsoft Productivity Applications such as Microsoft Office and Outlook. Familiarity with all major web browsers including Google Chrome and Mozilla Firefox, EDGE and IE etc.
  • Working knowledge of Apple-MAC operating systems and devices configuration and troubleshooting
  • Working knowledge of Service Now ticketing system

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