Field Engineer II

4 days ago

Richmond, Virginia, United States ScribNet LLC Full time
About the Role

We're seeking a highly skilled Field Engineer II to join our dynamic team at ScribNet LLC. As a key member of our team, you'll play a crucial role in delivering exceptional IT solutions that meet the unique needs of our clients.

Key Responsibilities
  1. First-Response Support: Provide timely and effective support to end-users, addressing common technical issues via phone and PSA/RMM tools.
  2. Troubleshooting and Resolution: Diagnose and resolve technical issues, including password resets, email errors, printer problems, and internet connectivity issues.
  3. Ticket Closure and Resolution: Close tickets daily with quick resolution times, ensuring efficient support delivery.
  4. Technology Utilization: Work with technologies such as Active Directory, Windows OS, MacOS, Microsoft 365, G-Suite, VPN, Windows Server, Hypervisors, DNS, and Azure AD.
  5. Customer Service: Demonstrate strong customer service skills, effectively communicating with end-users and providing a positive support experience.
  6. Documentation and Collaboration: Ensure accurate documentation of troubleshooting steps and issue resolution, collaborating with Level 2 and Level 3 support teams as needed.
  7. Staying Up-to-Date: Continuously update knowledge of technology trends, products, and services to enhance support capabilities.
  8. SLA Adherence: Meet or exceed Service Level Agreements (SLAs) for response and resolution times, ensuring customer satisfaction.
  9. Hardware Inventory and Maintenance: Maintain hardware inventory, perform rack and stack/cabling tasks as needed, and assist with hardware installations and configurations.
  10. Training and Documentation: Create user guides and documentation for common issues and solutions, empowering end-users to resolve minor issues independently.
  11. Quality Assurance: Participate in quality assurance activities to ensure adherence to support processes and standards.
  12. IT Project Support: Provide support for IT projects such as software upgrades, system migrations, and network enhancements as required.
  13. Security and Compliance: Follow security best practices and company policies to protect client data and systems from cybersecurity threats.
  14. Professionalism: Represent ScribNet LLC professionally in all interactions with clients and adhere to company policies and procedures.
Requirements
  1. Education: High school diploma or equivalent. Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
  2. Experience: Previous experience in a technical support role is preferred.
  3. Technical Skills:
  • Proficiency in troubleshooting common technical issues related to password resets, email errors, printer problems, internet connectivity issues, hardware installations, and configurations.
  • Knowledge of common technologies including Active Directory, Windows OS, MacOS, Microsoft 365, G-Suite, VPN, Windows Server, Hypervisors, DNS, and Azure AD.
Communication and Customer Service Skills: Strong verbal and written communication skills, with the ability to provide excellent customer service and maintain a positive attitude when assisting end-users with technical issues.Problem-Solving and Teamwork Skills: Strong analytical and problem-solving skills, with the ability to collaborate with team members and escalate issues to higher levels of support when necessary.Time Management and Adaptability: Ability to manage time effectively, prioritize tasks, and adapt to changing support requirements in a fast-paced environment.Certifications and Availability: While not always required, certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) can be beneficial. Willingness to work flexible hours and potentially participate in an on-call rotation for after-hours support.Physical Requirements: Ability to lift and move computer equipment and perform rack and stack/cabling tasks as needed.Security Awareness: Understanding of basic security principles and willingness to adhere to security policies to protect client data and systems.Driving License: Some positions may require a valid driver's license and access to a vehicle for on-site support visits.Benefits
  • Two Weeks PTO
  • Health Care Reimbursements
  • Exposure to new technologies and an opportunity to grow

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