Field Engineer

TITLE: FIELD SERVICE ENGINEER

BRANCH: RED BLUFF (b/t Redding and Chico)

a. Respond to support requests escalated by the Service Desk Engineers

b. Troubleshoot according to best practices and standard operating procedures

c. Escalate to and/or collaborate with Systems Engineers when necessary

d. Adhere to communication standards and enter detailed notes on all support tickets

e. Contribute to division initiatives, best practices, and process improvement

f. Daily consistent and accurate utilization reporting and ConnectWise Manage calendar usage

g. Demonstrate core values on a daily basis including:

a. Strong written, verbal, and non-verbal communication skills

b. Strong knowledge in the following areas:

i. Desktop hardware troubleshooting

ii. Windows OS troubleshooting

iii. Basic network troubleshooting

iv. Standard software suites (Microsoft 365, Adobe, etc.)

c. Experience working with the following systems (or similar systems):

i. ConnectWise Manage

ii. IT Glue

iii. Microsoft Teams

d. Flexibility in travel requirements within assigned client regions

e. Willingness to mentor and develop other support team members

f. Willingness to continue building knowledge through training and certifications

g. Desired certifications:

Key Measures:

a. Daily use of ticketing system (ConnectWise Manage), accurate utilization reporting, and calendar usage

b. Minimum billing utilization of 75%