Cortavo, Inc. · 1 day ago
Field Services Engineer
Miami, FL
Full-time
Hybrid
Mid Level
3+ years expCortavo, Inc. is seeking a versatile Field Service Engineer for a hybrid role that combines onsite client support with remote service desk responsibilities. The successful candidate will provide technical support at various client locations in Florida, handle networking tasks, and contribute to knowledge management while ensuring excellent customer service.
Information Technology & Services
Hiring Manager
Shirin M
Responsibilities
Onsite & Field Support
Deliver hands-on support at client locations, serving as Cortavo’s technical representative
Handle “simple” networking tasks, including: running network cables, installing access points, basic switch/router/firewall connectivity checks
Assist with onsite troubleshooting of desktops, laptops, printers, and peripheral devices
Support device imaging, deployment, and onboarding/offboarding of users
Maintain clean and professional workspace setups, including cable management and workstation presentation
Travel between client sites in FL (Pompano Beach, Miami, and others as needed)
Helpdesk:
Offer a blend of on-site and remote support, including but not limited to configuring Outlook and OneDrive, printer configurations, internet issues, networking questions, access via Remote Desktop, and other Level 1-2 support issues
Engage with initial calls and/or emails, create the initial ticket, and escalate as necessary to other departments with warm handoffs
Ticket maintenance, you will typically spend a portion of the workday reviewing existing tickets and looking for cases that should be closed, following up with users where appropriate, and setting reminders for future action
Follow up with and ensure that tickets are being completed in a timely manner, work with escalation team members to ensure tickets are being completed
Knowledgebase and CRM Management:
Maintain and write accurate knowledge base articles as you come across knowledge and information while working cases. Knowledge is the base of Managed Services
Maintain client information records, including gathering information about that client and making sure that information is up to date in applicable systems (Autotask, Salesforce, monday.com)
Hardware and Software Provisioning:
Install and configure computer hardware, software, and peripherals according to organizational standards as provided in company documentation
Maintain accurate records of computer hardware inventory
Install, update and make sure required software is available
Create and update documentation for provisioning processes, troubleshooting guides, and best practices
Professional Development:
Train with the Engineering department as well as Service Desk Analyst peers to improve skills and knowledge. Work with them on more complex issues as time allows
Complete certifications, as requested
Qualification
Required
Associate or Bachelor's degree in progress
3 years IT service desk experience
3 years of customer service experience over the phone and email
1 year of Managed Service Provider experience
Experience with service desk ticketing systems (Autotask)
Proficiency of Microsoft 365 Admin
Proficiency of Windows 10/11
Proficiency in Microsoft Office Suite and Microsoft Teams
General knowledge of network devices (switches, firewalls, etc)
General knowledge of macOS, including setup, support, and application troubleshooting
Strong written and verbal communication skills; empathetic customer service approach
Excellent organizational, time management, and multitasking capabilities
Ability to work after hours on-call rotation
Valid U.S. driver's license with clean driving record
Ability to travel regularly within Florida and on short notice, including overnight trips
Able to lift/move 50+ pounds and stand for extended periods
Preferred
Bachelor's degree
Microsoft Certifications, particularly any prerequisite for Microsoft 365 Certified: Enterprise Administrator Expert and Exam MS-102: Endpoint Administrator
Familiarity with IT hardware, software, and managed services technology
Proficiency in Google Suite, particularly Gmail and Google Docs
Working knowledge of Microsoft Intune
Familiarity with Entra is a plus
Benefits
Employer, contributed health benefits
Unlimited paid time off
Access to a Company cell phone plan
Company
Cortavo, Inc.
Cortavo is a managed IT services provider built for growing small and mid-sized organizations that need a simpler, more reliable way to manage their technology.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase