IT Field Engineer

This position could be a great fit if you are looking for a remote full time job:
  • Passionate about learning new things and finding the answers
  • Appreciate and desire open communication and transparency
  • Creative with resources and able to adapt to varying/changing situations
  • Great at working and interacting with people in-person and on the phone
  • Skilled at managing multiple tasks and thrive in a fast-pace environment
  • Always laughing and smiling (sense of humor!)
  • Proactive, responsive, and responsible
  • Always looking to excel in what you do
  • A teacher by nature and enjoy empowering others
  • Relentless in providing service to others
  • Constantly seeking opportunities to collaborate
Job Duties:
  • Drive to client locations in the LA area
  • Apply technical knowledge and skills to resolve IT support requests.
  • Adapt to changes quickly
  • Respond to and resolve client technical issues expeditiously and professionally
  • Maintain up-to-date documentation of customer systems
  • Work with internal and external technical staff and vendors
  • Provide system documentation to include system reviews and recommendations
  • Attend team and department meetings to develop ideas to improve performance metrics
  • Continuously strive to improve customer service, perception, and satisfaction
  • Escalate service issues that cannot be completed within agreed service levels
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
  • Document internal processes and procedures related to duties and responsibilities
  • Track all tasks and time entries daily in company CRM
  • Work through a daily schedule that has been established through the dispatch process
  • Understand processes in company CRM by completing assigned training materials
  • Work with collaboratively with the Service Coordinator to schedule onsite client visits
  • Travel to the San Francisco office for pre-scheduled meetings, equipment pickups/drop-offs, etc.
  • Plan, prepare, and strategize to resolve reported issues prior to client appointments
  • Develop a resolution plan when needed to resolve more complex technical issues
  • Provide excellent communication to internal team and directly to client throughout the service delivery process and keep them informed of progress, impending changes, agreed outages, etc.
  • Research technical issues and follow troubleshooting methodology for resolution
  • Engage in learning new technologies and applications

Technical and other skills:
In order to be successful in your role, you must have knowledge of the following technologies and experience with supporting them.
  • Microsoft Windows operating systems including Windows 8, and Windows 10
  • Mac OS X (10.8 and later)
  • Creating OS computer images and deploying images to multiple computers
  • Migrating user settings between two computers
  • Providing moves, add, changes and deletes for Microsoft Active Directory Services and Cloud directory services such as Office 365 and Google Apps
  • Deploying, troubleshooting, and configuring productivity applications including Office and Google Apps
  • Configure and support mobile devices and tablets including iOS and Android
  • Troubleshoot issues related to network connectivity and Internet access from the desktop through to the ISP router
  • Demonstrated sound technical diagnostic and troubleshooting skills
  • Technical awareness: the ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Strong interpersonal skills including telephony skills, communication skills, active listening and customer-care
Additional Requirements:
  • At least two years of experience in a similar role
  • Professional IT Certifications (preferred)
  • Bachelor’s degree (preferred)
  • Valid California driver's license and car insurance
  • Driving record in good standing
  • Authorization to work in the USA

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