Role: MSP Field Engineer

Status: Perm

Location: Chicago - onsite

Company Overview

A business technology services and communications provider, dedicated to world-class technologies and an award-winning client experience. They strive to provide businesses with seamless technology services that scale and evolve along with their business. Our services give businesses back their time and increase their productivity. Our client's success is our success.

What you will do

The MSP Field Engineer is responsible for handling onsite support of customer service requests. This role requires a minimum of four years of experience with the ability to diagnose client issues relating to workstations, servers, printers, networks, and client-specific hardware and software. The Field Engineer will require the ability to create strong relationships with clients, and above all, lead with a comprehensive service mentality. The ideal candidate will exhibit strong communication skills.

Responsibilities Include

• Onsite support relating to technical issues involving all of Microsoft’s core business applications (AD, DNS, Exchange, SQL, Hyper-V, etc.), VMware Virtualization, and Client Operating Systems
• Advanced technical support at the network level: LAN/WAN connectivity, routers, switches, firewalls, and wireless
• Advanced access solution implementation and support: VPN, Terminal Services, and Citrix
• Proactively addressing monitor and management system alerts and notifications, and respond accordingly through service tickets while at a customer location
• Maintain internal and/or client-facing documentation.
• Detailed communication with customers and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.
• Support of backup and disaster recovery solutions.
• Work closely with team members, Field Engineers, NOC, and Project Engineers when needed or called on for assistance.
• Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationships
• Fast and timely turnaround on all customer requests
• Ability to work in a fast-paced team environment
• Communication to our clients, vendors, and internally via phone, email, and ticketing system
• Escalating requests to appropriate higher-level team members when the issue is diagnosed
• Responsible for entering time and expenses as it occurs in our ticketing system
• Ability to work independently
• Enter all communication and work inside a service ticket
• Part of an On-Call Rotation for After-Hours support

Who you are

• Minimum 4 years experience in a similar support role
• College-level courses in IT and/or certification preferred
• Professional IT Certifications, such as Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network +, or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Access One.
• Understanding of operating systems, business applications, printing systems, and network systems
• Diagnostic skills of technical issues
• Labtech RMM /ConnectWise PSA experience is strongly desired
• Knowledge of IT applications, processes, software, and equipment
• Require reliable transportation to client sites and/or office
• Strong organizational and customer service skills
• Interpersonal skills: such as communication skills, active listening, and customer-care
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Technical awareness: the ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Self-motivated with the ability to work in a fast-moving environment