Engineering · Full-time · Overland Park, United States
The Field Engineer 2 works as a member of the Reactive Service Delivery Team to provide support services to clients. The position is highly client-facing both in-person and via phone and as such requires outstanding communication and client service skills. Field Engineer 2 resolves workstation, server and network problem tickets, performs assigned project duties, assists Remote Engineer team members and escalates to Escalation Team as needed. This role may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision
Reactive Service Delivery Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks.
Essential Duties & Responsibilities
Client Service
Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional, and patient manner
Perform all duties with the goal of building and maintaining long-term client/vendor relationships
Maintain exceptional client service, understanding client satisfaction and perception
IT Service and Support Functions
Documentation, Reporting and SLA’s
Identify clients’ needs and report to Service Manager
Update documentation for client configurations or processes
Communicate managed services installation and maintenance with Centralized Services
Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
Utilize active listening and client-care skills in identifying potential concerns
Report client concerns or complaints to Service Manager, VP Operations, and CXO
Answer internal and external communications timely and professionally
Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
Close tickets within 7 business days unless issue requires further delay as notated on the ticket
Professional Development
Routinely take self-paced training in technologies relevant to the team
Obtain industry certifications on a consistent basis
Administrative
Enter time worked on each ticket daily
Schedule service delivery via the scheduling calendar in ticketing system
Enter expenses on service tickets for any related credit card purchases and submit receipts daily
Submit time sheets on a weekly basis, due by Saturdays at 12P
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.
Technical Skills
Windows workstation repair, maintenance, malware removal, and deployment
Configuring network settings on workstations
RDP client support
Office 365 account and client support
Server backup monitoring and maintenance
Wireless connectivity for mobile devices and workstations
Mobile devices – smartphones, tablets, and laptops
Exchange mailbox administration
Active Directory account creation and management
Network drive and printer mappings
Diagnose network connectivity issues for workstations
Education and/or Experience
Certificates, Licenses, Registrations