The Field Support Engineer resolves technical issues, manages program operations, communicates with clients, and maintains network systems and devices.
The Field Support Engineer at McLane Intelligent Solutions will look after the service and maintenance needs of our customers. A Field Support Engineer should possess excellent technical skills, be a good communicator, and pay meticulous attention to detail. The ideal candidate should diagnose and resolve problems, improve efficiency, mitigate risk, provide technical assistance, and enhance and sustain relations with clients.
Responsibilities:
- Support resolution of issues escalated from Tier 1 support staff, working directly with users on timely resolution of issues
- Support and document the initiation, execution, and closing activities for a program/project
- Ensure performance metrics are met or exceeded
- Develop and maintain program support artifacts throughout the lifecycle of the initiative
- Ensure constant and proactive communication with customers, team members, and subcontractors to actively mitigate any issues or concerns
- Simulates and recreates user issues to resolve operational difficulties
- Recommends system modifications, if required, to reduce user problems
- Promote and encourage a “one-team” attitude at all levels internally and externally
- Configure and install various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN, QoS)
- Provide Level-2/3 support and troubleshooting to resolve issues
- Perform network maintenance and system upgrades including service packs, patches, hot fixes, and security configurations
- Prepare, schedule, coordinate, and complete project assignments
Requirements
- Experience with Microsoft Products including Windows Desktop, Server and Microsoft 365
- Experience with Active Directory
- Experience with virtualization platforms including VMware, Hyper V, Citrix, RDS
- Experience with network troubleshooting/configuration, including advanced skill in configuration of managed switches and firewalls
- Excellent time management skills.
- Ability to problem-solve.
- Excellent verbal and written communication skills
- Strong multitasking abilities
- Analytical and critical thinking skills
- Ability to work under pressure and complete tasks in a timely manner
- Requires self-direction, tact, diplomacy, and a clear courteous and professional manner when dealing with clients.
- Availability for occasional travel to client sites including overnight stays.
Qualifications:
- Associate or bachelor's degree in IT, computer science, or a related field is preferred
- Minimum 3-year hands on experience in a technical role or related working technical experience
- Minimum 3-year hands on experience with software and hardware troubleshooting ex: firewalls, switches, servers, wireless, desktops, laptops, email technologies, mobile devices.
- Network+, Security+, CCNA, MCP, MCSA,Azure, Microsoft 365, and Dynamics 365 preferred.
- Experience with MAC iOS a plus
Benefits
- Health, Dental, Vision, and Prescription insurance
- Short-term and long-term disability benefits
- 401K
- Flexible Spending Accounts
- Company provided Life Insurance
- Paid Vacation, Sick Leave and Holidays
Top Skills
Active Directory
Citrix
Firewalls
Hyper V
Managed Switches
Microsoft 365
Microsoft Products
Network Devices
Rds
VMware
Windows Desktop
Windows Server
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