IT Field Engineer
Company: Thrive Networks
Posted on: September 14, 2019
Provide technical hardware, software, and connectivity problem
resolution to all client computers and users by diagnosing and
walking users through step-by-step solutions; clearly communicate
technical solutions in a user-friendly, professional manner;
provide one-on-one end-user training as needed; assist engineers
and technicians; troubleshoot printer problems; work with
next-level support to resolve complex issues; conduct hardware and
software maintenance and reporting as needed; and perform related
work as required. In-State travel required.The Tier 1 Field
Engineer will serve clients by going on-site to their locations,
serving as deskside support and on-site support to all client
issues, responding to service tickets of the client s request or
problem; resolves all first-level end-user problems; escalates all
Tier2 problems to the next level of support for guidance and
direction; contacts third-party vendors for warranty service repair
and dispatch; and dispatches appropriate resources for problems
that cannot be resolved remotely. Primary Responsibilities
- Primary responsibilities are descriptive and not restrictive in
- Identifies, diagnoses, and resolves first level problems for
end-users of the workstations, laptops, terminal services and
Citrix sessions, end-user software and hardware, network and VPN
connectivity, the Internet, server services, server drive space,
validation of server error messages for escalation, and new
computer technology in a call center environment; communicates
solutions to end-users effectively.
- Provides one-on-one end-user problem resolution for client (PC)
software and connectivity.
- Sets up, and assists in the configuration of end-user PC
desktop hardware, software, and peripherals, both onsite and
- Diagnoses and resolves end-user network or local printer
problems, PC hardware problems and basic server, e-mail, Internet,
VPN, and local-area network access problems.
- Coordinates timely repair of PC computer equipment covered by
third-party vendor maintenance agreements.
- Performs minor desktop hardware repair for PC computer
equipment and peripherals that are not covered by third-party
vendor maintenance agreements as needed.
- Acts as remote hands for engineering staff onsite as
- Assists Network Technicians in creating materials for end-user
frequently asked questions (FAQs) and procedural knowledge base
- Provides assistance to Tier2 staff with problem research and
documentation.Must Have The Ability to:Deliver technical customer
support professionally; identify, troubleshoot and resolve a wide
range of technical computer-related problems; make the distinction
between first and second level end-user problems; identify,
evaluate and solve end-user workstation problems; support and train
end-users in a wide range of software applications as needed; read,
understand and apply complex technical information; master new
computer technology; maintain cooperative working relationships;
demonstrate sensitivity to, and respect for, a diverse population.
Represent the company in a professional manner; presenting and
communicating in an effective and professional manner at all times.
Minimum QualificationsCandidates must meet the minimum
qualifications as detailed below, or have an equivalent of
documented experience. Equivalency decisions are made on the basis
of a combination of education and experience that would likely
provide the required knowledge and abilities.Education:
- MCTS (Microsoft Certified Technology Specialist) desired. Any
Candidate that does not hold an MCTS, but does hold equivalent
experience can work toward compliance as part of a performance
improvement plan agreement.
- Bachelor's DegreePreferred Experience:
- 3+ years providing end-user support for current PC desktop and
- 3+ years installing, upgrading, troubleshooting and repairing
personal computers in a corporate networked environment. Special
RequirementsMust be able to sit for prolonged periods of time in
front of a computer.Must be able to perform physical activities,
such as but not limited to, lifting heavy equipment (up to 45 lbs.
unassisted), bending, standing, climbing or walking.Must have
access to a reliable vehicle and valid driver s license.Must have
excellent written and oral communication skills. - provided by
Keywords: Thrive Networks, Boston , IT Field Engineer, IT / Software / Systems , Boston, Massachusetts
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