Description:
Level 3 Escalation Field Engineer is responsible for onsite service and support for our IT clients. This relates to all technology, including Desktop/Laptop workstations, servers, firewalls, switches, network printers, wireless network elements and vendor specific hardware/software.
To perform this job successfully an individual should meet and demonstrate the following.
Primary Responsibilities:
Responsible for producing high quality work during normal business hours.
Responsible to report all work completed in our ticketing system in real time.
Responsible for following all documentation, policies, process and procedures as laid out by the Department head.
Responsible to resolve all escalated tickets and preform a knowledge transfer to Level 1 & 2 technicians as time permits.
Responsible for creating KB's articles in our ticketing system and IT Glue repository.
Responsible to meet Key performance measurements around SLA.
Responsible to go to Client locations when necessary to resolve end user issues or do maintenance on Network equipment.
Essential duties
Abilities to effectively execute standard requests for Support tickets relating to Desktop/Laptop hardware, software related as they are escalated.
Ability to perform advanced troubleshooting of hardware and software issues triage incidents appropriately providing resolution.
Ability to perform advanced troubleshooting for clients end user server/application systems.
Ability to perform advanced network functionality tests to isolate local system issues or a wider network issue.
Knowledge/Skills
Excellent written and oral communication skills.
Excellent troubleshooting skills.
Ability to identify. Manage tactical priorities.
Ability to decipher ticket urgency and set priorities to meet client needs based on SLA
Assist in process and procedure improvements.
Advanced knowledge of Windows Operating Systems, WIN 10 and Win 11
Advanced knowledge of Office suites products with primary focus on Outlook 365, Excel and Word
Advanced knowledge of Network Firewalls, Switching, and Wireless hardware.
Advanced knowledge of Active Directory, AD management tools
Ability to utilize Ninja RMM, Automate RMM tools for remote troubleshooting and management of client networks.
Experience working in and troubleshooting Azure cloud environment network.
Experience working in and troubleshooting One Drive, Share point, and Share File networks.
Education/Certifications:
A+ Certification
Network+ Certification
Security+ Certification
MS 900
AZ 900
Azure Administrator 104
Microsoft 100- 365 Identity Services
Windows 10 and Windows 11
Experience:
Minimum of 4 or more years of experience in Help Desk of Level 2 or higher support role.
Achieved minimum of Network + certification and has worked with cloud network and end user environments.
Advanced IT education is a plus with experience in Azure.
Salary:
Non-Exempt $65,000-$80,000/year dependent on experience. We also offer paid time and financial assistance for certification achievement and a comprehensive benefits package which includes medical, dental, vision, long and short term disability, company paid life insurance, a 401 K plan with a generous company match, 3 weeks of paid time off and 7 paid holidays. We also sponser numerous company events throughout the year.
Other reasons why you should jon our team:
We were recently awarded INC Magazine's recognition as a top 50 fastest growing companies in Colorado and we're included in INC Magazines list of top 5000 fastest growing company in the US for the 10th year in a row! We have consistently grown double digits since 2000.
Why join our team:
We believe hard work, employee recognition, teamwork and collaboration are key to success for our team and our clients. We believe in giving back and supporting our community and participate in numerous charitable events through our partnerships, client relationships and company sponsored events.
We have a strong philosophy and proven track record of promoting from within and offer numerous career paths including:
•Team Lead, Supervisor and Management for our various departments
•Internship to hire, Specialist Sales Roles, Named Account Management, Sales and Branch Management
•Mentorship, Tiered advancement for Help Desk Specialists and Engineers, Project and Management opportunities for our IT division
We love sports and our sales teams attend multiple sporting events with clients through partnerships with the Denver Nuggets, Broncos, The Colorado Rockies, Arizona Cardinals and Diamondbacks, and the Kansas City Chiefs. Some employee events throughout the year include; picnics, happy hour events, a presidents club trip, golf outings, sports leagues and the coveted award for best chili at our annual cook off.
#jp2
|
Click here for technical assistance.
