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GRS Technology Solutions · 2 months ago

Field Engineer (Level 2)

Fairfax, VA

Full-time

Hybrid

Entry, Mid Level

2+ years exp

GRS Technology Solutions is a technology consulting firm supporting small-medium sized businesses in the Washington, DC area. The Field Engineer will oversee troubleshooting and managing tickets within client SLA parameters while providing on-site support and maintaining professionalism during client interactions.

ConsultingInformation TechnologySoftware

Responsibilities

Helpdesk and Call queue support

On-site support for clients

Troubleshooting applications (ex. Microsoft applications, client exclusive applications)

Troubleshooting printers, phones, general workstation issues, and network connection issues

Aid with Projects on-site

Setting up servers, computers, network equipment, phones, and printers during on-site visits

Proactive support – as needed

Downloading and installation of applications

On-boarding/Off-boarding computers

Hardware assembly and disassembly (upgrading hardware)

Provide helpdesk support and work on escalated tickets

Identify the ticket priorities and work on tickets in order

Assist with proactive maintenance

Assist Sr. Engineers on Small/Large projects

Documentation of every new detail regarding our clients

Provide quality and profitable services as agreed under GRS SLA

Ensure that systems, processes, and methodologies are followed according to company guidelines

Take ownership of tasks and follow through to ensure complete resolution

DAILY time entry accounting for at least 8 hours in the form of resolution Notes in Service Tickets

Daily checkout through MS Teams. Accurate recording and submission of timesheet

Daily duties may include level 1 tasks (as needed)

Any other tasks assigned by the team lead or management

Qualification

Security +Network +MS 500Active DirectoryDNSDHCPWindows 10Windows 11Microsoft Office SuiteCustomer servicePlanningCommunicationProblem solvingTime management

Required

Security + certification

Network + certification

MS 500 certification

Excellent communication skills

Excellent customer service skills

Excellent planning skills

Excellent problem solving skills

Excellent goal setting skills

Excellent quality management skills

Excellent time management skills

At least two years of related work experience with a positive track record of help desk support

Solid knowledge of hardware and software with, but limited to, PC's, laptops, smartphones, tablets, printers, general office equipment, Microsoft Office, and Windows OS

Ability to troubleshoot client issues while remaining calm and managing timelines

Microsoft Office Suite knowledge

Configuring Remote Desktop

Knowledge of Windows 10 and Windows 11

Active directory, DNS and DHCP knowledge

Knowledge of smart phones such as Android, iPhones and Blackberry

Knowledge of network printers and wireless access points