Tier 3 Field Services Engineer
Location: Naperville, Illinois, United States
Department: Field Team
Workplace: hybrid
Employment Type: full
Description
Company Overview
WEBIT Services, a leading Managed Services Provider based in Chicago, is searching for a dedicated and highly skilled Tier 3 Field Services Engineer to join our team of Employee Owners. As a critical part of the Field Team, you will provide advanced technical support, troubleshooting, and onsite expertise to ensure the seamless operation of client infrastructure.
Position Overview
The Tier 3 Field Services Engineer is responsible for delivering expert-level IT support, overseeing the configuration, deployment, and maintenance of IT systems for our clients. This role involves deep client interaction, proactive problem-solving, and ensuring infrastructure is up-to-date and operating efficiently. You will be a Subject Matter Expert (SME) and a trusted resource, offering proactive recommendations and technical solutions to enhance clients’ IT environments.
Core Responsibilities
- Advanced Technical Support:
- Resolve escalated and complex technical issues across hardware, software, and network systems.
- Collaborate with support teams to provide seamless resolutions and reduce client downtime.
- Troubleshooting:
- Diagnose and resolve intricate technical issues by analyzing logs, performance data, and system metrics.
- Work proactively to prevent future incidents by identifying potential risks and implementing preventive solutions.
- Configuration, Deployment, and Maintenance
- Perform onsite configuration and deployment of workstations, servers, and networking equipment following industry best practices.
- Conduct regular maintenance checks as per the weekly and monthly checklists, ensuring systems operate at peak performance.
- Record findings and maintenance activities to provide clients and internal teams with up-to-date reports.
- Client Consultation:
- Engage with clients to understand their business needs and technical challenges, offering tailored solutions to optimize their IT environments.
- Communicate technical concepts clearly to non-technical stakeholders, ensuring client satisfaction with all service engagements.
- Documentation and Handover:
- Maintain accurate and comprehensive documentation for configurations, deployments, and troubleshooting procedures.
- Ensure documentation is available for internal teams and clients through PSA.
- Collaboration and Knowledge Sharing:
- Work closely with the vCIO, Project Managers, and Solutions Engineers to ensure all IT initiatives align with client strategies.
- Train junior engineers and share best practices to improve the team’s capabilities.
- Issue Escalation and Proactive Management:
- Identify, document, and escalate unresolved technical issues using structured escalation procedures.
- Implement changes via the change management process in PSA, following defined approval workflows.
Requirements
Education/Experience:
- Bachelor’s degree in Computer Science, Information Technology, or a related field, OR 3+ years of experience in a Tier 3 support or similar role.
Technical Expertise:
- Extensive knowledge of Microsoft AD, O365, Azure/InTune, virtualization technologies, firewalls, and networking.
- Hands-on experience with server and storage virtualization, VPN, VLANs, DNS, and DHCP.
- Ability to implement, configure, and troubleshoot wireless networks.
Certifications:
- Relevant certifications such as CCNA, CompTIA Network+, VMware VCP, or MCP are preferred.
Soft Skills:
- Strong problem-solving capabilities and the ability to work effectively under pressure.
- Excellent communication and interpersonal skills with a customer-focused approach.
Benefits
Benefits:
- Company-paid Day-1 Health Insurance for employee
- Company-paid AD&D Insurance
- Company-paid LTD & STD Insurance
- Unlimited PTO
- Employee Assistance Program
- Dental Insurance
- Vision Insurance
- 401k
- Life Insurance
Additional Information:
- Position Type: Full time, salaried
- Salary Range: $80,000-110,000
- Unlimited PTO Eligibility: After 90 days
- Employee Ownership Eligible after 1 year of service
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