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IT Field Engineer

2 months ago

Orlando, United States IT Answers LLC Full time
Job DescriptionJob Description

Overview:

IT ANSWERS is a fast-growing cloud infrastructure provider, specializing in cloud infrastructure, connectivity and telephony solutions. We work with businesses throughout the US, UK and Australia.

Our continued success and expansion has driven a requirement for an ambitious Support Desk Engineer to join our helpdesk support team. Our Support Desk Engineers provide direct network, desktop and server technical support in a fast paced, team oriented, 24x7 environment. We are a young, dynamic and rapidly growing cloud services provider, working with the latest technologies to bring some of the most innovative products to our customers across the globe. We already have an experienced and innovative team, but we are looking to grow the team by adding a passionate and committed engineer to work with our new and existing clients.

At IT Answers, we offer our team the opportunity to grow personally and professionally, to contribute to the success of our organization, and to serve others in a manner that exceeds their expectations. We are looking for talented, hard-working individuals to join our team.

Position Summary:

As a IT Field Engineer, your responsibility is to analyse and diagnose issues reported by our clients and where necessary go to client site. You will perform an initial review and investigation of these issues. This includes root cause analysis, determining areas of interest and narrowing the focus of the investigation. You will use and maintain utilities to facilitate and improve investigations. This is a role that requires flexibility and the ability to work well under pressure. The successful candidate will have the aptitude to grow and shape the role as the business grows and you will have a strong technical background. Great communication skills are a must along with a real passion for high levels of customer service.

As the IT Field Engineer you will also be out of the office travelling to different jobs to complete work. 

Responsibilities:

  • Provide remote support for IT systems and networks, including system upgrades and hardware configurations.
  • Respond to customer questions regarding IT Answers products and services.
  • Apply proactive problem management and anticipate potential incidents.
  • Take ownership of customer issues from acknowledgement through to resolution, facilitating investigation and problem solving to ensure that issues are progressed and resolved in defined time frames.
  • Escalate the incidents outside the scope of team competencies to the Platform Support team within IT Answers or to external service providers and follow-up to ensure resolution. Undertaking validation on resolutions to ensure that issues have actually been resolved.
  • Provide IT Answers customers with updates on the status of issues.
  • Collate errors and resolutions relating to IT Answers products and update troubleshooting documentation.
  • Identify functional and technical troubleshooting scenarios, error messages incidents related to IT Answers products and create and implement corresponding knowledge solutions.
  • Document recovery and work around solutions.
  • Customer Service design and implementation. Implementing processes and troubleshooting for IT Answers products.
  • Develop, source, disseminate and leverage customer support service solution knowledge.
  • Deliver functional and support training to internal staff and customers.
  • Ensure the support environment is properly configured and data updated prior to roll out of new or adapted services.
  • Deliver internal and customer training.
  • Provide onsite support during customer implementations.
  • Other duties as assigned.

​Qualifications:

  • Not required, but prefer 2 years relevant professional experience on a busy support desk or similar function, demonstrating progressive career growth and pattern of exceptional performance.
  • Good knowledge of Microsoft based systems including, Windows 7 and onwards, Windows server 2012 and onwards.
  • Hyper-V (Server 2012 R2+) including backup and replication.
  • Active Directory.
  • Remote Desktop Services.
  • File Services (Shares, Permissions, DFS)
  • Microsoft Exchange 2013 and onwards on premises
  • Office 2010 and onwards.
  • System Centre Virtual Machine Manager.
  • Azure.
  • Knowledge of network technologies including, LAN, WAN, NAT, DNS (internal and public facing), Wireless, Wireless Point2Point, Firewalls, VLANs, Switching and Cabling
  • Ideally knowledge of Software Defined Storage, SAN and NAS arrays including permissions
  • Knowledge of VOICP including SIP Trunks and 3CX.
  • Knowledge of Altaro, Veeam, \backup Exec and Webroot.
  • Muss pass pre-employment testing (Drug Screen and Background check).
  • Must sign Company Protective Covenants Agreement.
  • Ability to read, write and speak English.

To be successful in this position, the individual performing the duties must successfully demonstrate the following:

Competencies:

  • Experience communicating to all levels throughout an organization.
  • Positive, can-do attitude and a willingness to go the extra mile to make sure that issues get resolved completely.
  • Can confidently and gracefully prioritize multiple issues under time constraints.
  • Excellent verbal, written and presentation skills.
  • A real passion for technology and customer service.
  • You love working in a highly collaborative environment.
  • You wake up each day hungry to solve problems.
  • You want to make a difference and have input.
  • Proven client facing role experience working with teams on long- and short-term projects
Company DescriptionWe are a fast growing cloud infrastructure provider, specialising in hosted IT services, connectivity and telephony solutions. We work with businesses to help improve their internal system, business continuity, security and save costs.Company DescriptionWe are a fast growing cloud infrastructure provider, specialising in hosted IT services, connectivity and telephony solutions. We work with businesses to help improve their internal system, business continuity, security and save costs.