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Field Service Engineer

2 months ago

Chico, California, United States Study International Full time

Department:
Managed Services - IT Support

Reports To:
Service Delivery Manager

FLSA Status:
Full Time / Exempt

Study International, a leading provider of educational technology solutions, is looking to recruit a Field Service Engineer to enhance our team.

Purpose
This role is essential for delivering both onsite and remote technical assistance to our Managed IT clientele.

Supervision
Supervised

Contacts

Internal:
Exempt, Non-Exempt

External:
Current Clients, Vendors, Contractors

Responsibilities
1. Provide onsite and remote technical assistance for Managed IT clients.
2. Address initial support inquiries and troubleshoot basic issues impacting single users, adhering to best practices and standard operating procedures.
3. Respond to escalation requests from junior support team members.
4. Collaborate with senior engineers when necessary.
5. Maintain communication standards and document detailed notes on all support tickets.
6. Contribute to departmental initiatives, best practices, and process enhancements.
7. Ensure accurate daily reporting and utilization of management tools.

Core Values
Demonstrate core values consistently, including:
1. Professionalism and a positive demeanor.
2. Adherence to standard operating procedures and tools.
3. Participation in mentoring processes.
4. Engagement in continuous improvement efforts to enhance productivity and reduce costs without compromising effectiveness.
5. Maintain open communication with management regarding important matters.
6. Compliance with company values, policies, and safety regulations.
7. Additional duties as assigned by management.

Job Related Dimensions
Essential Knowledge:
1. Desktop hardware troubleshooting.
2. Network hardware troubleshooting (Switches, Access points, Firewalls, etc.).
3. Windows OS troubleshooting.
4. Familiarity with standard software suites (Microsoft 365, Adobe, etc.).

Preferred Experience:
1. Experience with management systems (e.g., ConnectWise Manage, ITGlue, Microsoft Teams).
2. Willingness to mentor and develop fellow support team members.
3. Commitment to ongoing learning through training and certifications.
4. Proven integrity and trustworthiness with confidential information.
5. Strong organizational skills and ability to multitask in a dynamic environment.
6. Excellent attention to detail and problem-solving abilities.
7. Ability to work independently with minimal supervision.
8. Capacity to remain composed under pressure.
9. Proficiency in MS Word, Excel, and Outlook is essential.

Qualifications
Experience:
1. Bachelor’s or associate degree in computer information systems.
2. 4+ years of relevant remote and/or field experience.
3. Additional experience may substitute for educational requirements.

Desired Certifications:
1. CompTIA Network+
2. Cisco Certified Entry Networking Technician (CCENT)
3. CCNA

Physical Demands & Work Environment
1. Ability to sit for extended periods.
2. Proficient in verbal communication and use of various computer applications.
3. Capability to type and compose written communication.
4. Regular travel to client locations.
5. Ability to stand for long periods and lift over 50 lbs occasionally.

Study International offers a competitive compensation package, including excellent benefits such as medical, dental, vision, life insurance, and flexible spending account options. We also provide a 401k Retirement Plan with company matching upon eligibility.

Study International is an Equal Opportunity Employer and considers applicants for all positions without regard to age, sex, color, race, religion, national origin, disability, genetic information, military/veteran status, citizenship status, marital status, or any other group protected by applicable laws.