Field Engineer - Tier II

Straight Edge Technology, Inc. Corpus Christi , TX 78401

Posted 1 week ago

We need a team member...

More specifically, we need a Field Engineer that is Humble, Hungry, and Smart!

Founded in 2006, Straight Edge Technology is a company committed to excellence and working with purpose. We have a dynamic and challenging environment, one that encourages teamwork and fosters professional growth.

So, what does an IT Field Engineer do?

The Field Engineer provides intermediate analysis and technical help desk support primarily by phone and email, leveraging remote desktop technologies as needed to provide first-call resolution. The Field Engineer will interface with multiple levels of users including Management, VIPs and other Technical Staff. The Field Engineer will actively communicate with Tier 1 and Tier 3 support levels while providing follow up and status updates until issues are resolved. Youre responsible for remote and onsite service and support needs for our customers. This relates to all technology including workstations, servers, printers, networks and vendor specific hardware and software. Youre also in charge of accurately documenting the performed work in a timely and thorough manner.

Do you have what it takes?

Mainly, you need stellar IT skills and the ability to blaze through service issues like a hot knife through a delicious glazed doughnut! Our team of engineers need to respond to detected issues so fast that our clients don't even know they needed our help.

Youll need strong interpersonal skills, the ability to communicate about highly technical issues, strong attention to detail and, most importantly, a knock-em-dead attitude! We need you to be open to ideas and to bring your own new ideas to the team. We offer a fun, engaging, supportive environment in which your talent can thrive. So, if youre looking for a place where you can constantly learn more, be more and contribute to a team, this is it.

Does this sound just like you so far? Okay, good. Read on.

Essential Responsibilities include:

  • Analyzes problems from a systems perspective, isolates to hardware or software issue and carries through to resolution.
  • Provides IT support relating to technical issues involving both Microsofts core business applications and Mac environments, as well as virtual environments built on Citrix, Microsoft and VMware
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Customarily resolves issues related to desktop hardware and software, server diagnostics, third-party web-based applications and printers.
  • Implement and support disaster recovery solutions.
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Remote access solution implementation and support: VPN, Terminal Services, and Citrix.
  • System documentation to include system reviews and recommendations.
  • Communicates with customers as needed to keep them informed of incident progress; notifies customers of impending changes or agreed outages.
  • Escalates issues to higher level support as appropriate. Assists Field Technicians in their duties as needed and provides project support.
  • Travels to customer sites to perform work when appropriate (company vehicle provided).
  • Maintains familiarity with industry best practices.
  • Works with our Service Coordinator to maintain efficient schedules and time utilization.
  • Documents work and tracks time thoroughly and accurately. Utilizes Autotask ticket management to categorize, prioritize and update incident status.
  • Communicate effectively with customers and the Service Team.
  • Actively participates in team and company meetings.
  • Performs limited client account management and some maintenance of various internal systems.
  • Performs other duties as requested to ensure that service delivery commitments are met.

Requirements

  • High School Diploma or equivalent
  • 35 years customer service (Phone or Email) or technical experience
  • Experience with the following technologies:
    • SonicWall / Sophos firewalls
    • VLANs
    • Exchange 2003, 2007, 2010, O365 and Terminal Server
    • Networks
    • Microsoft SQL
    • Microsoft Windows Server 2003, 2008, 2008R2, 2012 and 2016

PREFERRED:

  • Dell Hardware and Servers
  • Microsoft Certified Professional (MCP)
  • Security + Certification
  • Network + Certification
  • A+ Certification
CORE COMPETENCIES:
  • Attention to Communication
  • Written Communication
  • Customer Orientation
  • Initiative
  • Personal Credibility
  • Diagnostic Information Gathering Analytical Thinking
  • Technical Expertise
  • Thoroughness
  • Stress Management

Physical activity of this position:

Stooping, kneeling, crouching, reaching, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing and repetitive motion.

Physical requirements of this position:

Medium work exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Visual acuity requirements:

The worker is required to have close visual acuity and use of computer monitor screens up to 80% of the time.

Work conditions:

The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)

Benefits

  • Company subsidized medical, dental and vision insurance
  • PTO
  • Paid parental leave

COMPENSATION

Hourly Pay of $18/hr. to $27/hr.+ Overtime and Bonus. Based on skill set and effectiveness.

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Field Engineer - Tier II

Straight Edge Technology, Inc.