Field Engineer

Senior Field Engineer - MSP

(Managed Service Provider)

As a Senior Field Engineer for our MSP, which offers a comprehensive suite of technology services encompassing communications, remote monitoring and management (RMM), phone systems, cameras, network infrastructure, and security solutions, your role is pivotal in ensuring that our clients receive advanced technical support and services. You will work both on-site and remotely to design, implement, maintain, and optimize complex IT systems.

Key Responsibilities:

1. Technical Leadership:
   • Provide technical leadership and expertise in the design, implementation, and maintenance of advanced IT systems.
   • Mentor and support junior field engineers in their professional development.
2. On-site and Remote Support:
   • Lead on-site and remote support efforts for clients, addressing complex technical challenges, troubleshooting, and resolving issues.
   • Ensure the highest level of client satisfaction by delivering advanced solutions.
3. Network Infrastructure Design and Implementation:
   • Collaborate with clients to implement network infrastructure solutions, including routers, switches, firewalls, and wireless access points.
   • Oversee complex network projects, ensuring they are delivered on time.
4. Technology Installation and Configuration:
   • Lead the installation and configuration of communication systems, phone systems, security cameras, and advanced network equipment.
   • Ensure systems are configured to meet clients' specific needs and adhere to industry best practices.
5. Remote Monitoring and Management (RMM):
   • Utilize RMM tools to proactively monitor and manage client networks and systems.
   • Analyze RMM data to identify trends and potential issues, taking preemptive action to maintain system health.
6. Client Interaction:
   • Build and maintain strong client relationships by offering advanced technical advice, delivering exceptional customer service, and addressing client inquiries.

1. Documentation and Reporting:
   • Maintain detailed records of complex technical work, configurations, and troubleshooting activities.
   • Provide accurate and insightful documentation for billing and reporting purposes.
2. Training and Knowledge Transfer:
   • Train clients and junior team members on advanced IT systems and technologies.
   • Share expertise and knowledge with the team to enhance overall capabilities.

Qualifications:

• Bachelor's degree in information technology, computer science, or a related field, or equivalent experience and certifications.
• Extensive experience in on-site technical support, installation, and maintenance of complex IT systems.
• Strong proficiency in remote monitoring and management (RMM) tools and advanced network monitoring solutions.
• Relevant industry certifications such as CompTIA A+, Network+, Security+, and advanced vendor-specific certifications (e.g., Cisco CCNA/CCNP, Microsoft MCSE, etc.).
• Deep knowledge of communications systems, phone systems, security cameras, network infrastructure, and security best practices.
• Excellent problem-solving and diagnostic skills.
• Exceptional customer service and communication skills.
• Proven leadership and mentorship capabilities.
• Ability to work independently and collaboratively within a team.
• A valid driver's license and the ability to travel to client locations as needed.