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centrexIT · 1 week ago

Field Support Engineer II

Poway, CA

Full-time

Onsite

Mid Level

$68K/yr - $78K/yr

4+ years exp

centrexIT is a company focused on providing managed IT services, and they are seeking a Field Support Engineer II to deliver onsite and remote support for their clients. The role involves resolving technical issues, providing excellent customer service, and maintaining strong client relationships while adhering to service delivery standards.

Consulting

Culture & Values

Responsibilities

Provides technical assistance and a best-in-class experience remotely and onsite

Provides phone support and call routing as necessary

Serves as a field escalation resource for the centrexIT Service Desk and other departments per direction of Service Desk Manager

Responsibilities include but are not limited to: Hardware (desktops, laptops, mobile devices, printers, multifunction devices, servers, hypervisors, wireless access points, wireless access controllers, firewalls, routers, switches, peripherals, cables, etc.) installs, configuration changes, updates/upgrades, and troubleshooting. Software installs, configuration changes, updates/upgrades, and troubleshooting. Resolving incident tickets including but not limited to active directory/group policy, remote connectivity, O365, printing, slowness challenges, etc

Diagnoses and troubleshoots network related challenges ranging from Wi-Fi challenges to network outages

Serves as an escalation resource and assists with warm hand-offs as needed and per direction of Service Desk Manager

Coordinates appointments and onsites per direction of Service Desk Manager

May at times assist the provisioning team with provisioning computers both at centrexIT headquarters and onsite at various client locations

May at times serve as an onboarding resource by preparing new client’s networks for Service Desk support by completing standardized onboarding tasks

Documents time and interactions with end users using centrexIT’s PSA while following defined standards and processes for opening and triaging tickets, entering time, communicating with clients, and updating and closing tickets adhering to defined Service Level Goals (SLG’s)

Identifies requests that require projects, new services or a potential upgrade and escalates these opportunities to appropriate party to ensure quoting and implementation occurs in a timely manner

Identifies Net New Revenue

Executes recommended fixes, updates, or change controls where appropriate

Follows best practices as defined by vendor, manufacturer, or centrexIT defined processes

Process and Work Instruction creation, approval, testing, and adherence

Turning “tribal knowledge” into a repeatable audit ready process for consistent execution of IT operations with an emphasis on service desk core processes

Works directly with vendors to resolve issues and manage 3rd party applications

Identifies and declares breakdowns within systems and processes

Communicate openly and authentically with internal team and clients to ensure breakdowns are acknowledged and addressed in a timely manner and works towards a shared outcome ensuring the best possible user experience

Ensures safety and security of client and their data in accordance with required policies and procedures

Responsible for reporting on defined KPI’s, metrics and goals

Develops and maintains excellent team member and client relationships

Assists, escalates, and consults with other team members as necessary to achieve company defined SLG’s (Service Level Goals)

Communicates with client as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages, and following up as necessary

Respond promptly and professionally with clients and fellow team members, keeping commitments or resetting expectations when necessary

Responsible for tracking of provided onsite gear and reporting when parts are used and or needed

Responsible for maintaining company provided Fleet vehicle (e.g., reporting maintenance issues immediately to manager and taking for service)

Required to be in the On-Call Rotation in support of 24/7 client emergencies

Performs other duties as assigned

Qualification

Microsoft server operating systemsCisco Networking StandardsNetwork protocolsMicrosoft Active DirectoryLANWireless LAN troubleshootingVPN configurationIT industry certificationsCustomer service skillsAnalytical skillsTeam buildingProblem solvingCommunication skills

Required

Proficient in information technology regarding both hardware and software

Extensive knowledge of Microsoft server and desktop operating systems, specifically Server 2012, 2016 and 2019 and Windows 8, 10 and 11 as well as Microsoft 365, Exchange Online, OneDrive, Azure AD etc

Comprehensive understanding of the OSI model. Able to differentiate between technical problems at the physical, network, and application layers

Proficiency with Cisco Networking Standards (Hardware & Software), including Cisco Firewalls, Cisco Switching/Routing, Cisco Wireless, and other related technology

Proficiency with network protocols; TCP/IP, SMTP, SNMP, DNS, DHCP, etc

Ability to interpret the information collected by network tools (e.g., Nslookup, Ping, and Traceroute)

Ability to configure and troubleshoot various network platforms including firewalls, routers and switches

Proficient in LAN and Wireless LAN troubleshooting

Understanding of VPN LAN to LAN Tunnels, remote access VPN, and other encrypted VPN tunnels

Ability to administer Microsoft Active Directory and LDAP protocol, setup new users, security groups, group policies, and other admin AD functions

Understanding of file security management, shared drives, network drives, and their security permissions

Telephony proficiency a plus - desktop phone upgrades, modifications, activations, repairs, and troubleshooting

Communication, Verbal - Speaks clearly and effectively; listens and gets clarification; responds well to questions

Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar

Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations

Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values

Team Builder - Balances team and individual responsibilities; works well in team environment

Analytical Skills - Ability to use thinking and reasoning to solve a problem

Must be comfortable working in a fast-paced environment with shifting priorities with the ability to remain calm in stressful situations

Excellent customer service skills; compassionate and understanding. Ability to express both sympathy and empathy towards client

Must be a self-starter who is able to stay driven and motivated with little supervision while working at a consistent pace

Must be flexible, honest, and dependable

BS Degree (Computer Science, Information Systems, or like field preferred), but Associate Degree and/or equivalent work experience would be considered

4+ years of industry experience in technical support

3 to 5 years of Microsoft systems and network experience