Job description
Role and Responsibilities
The Tactical Field Engineer serves as an escalation point for the Service Desk when on-site presence is required, next level support is required, or when a specific skillset is needed to resolve a customer’s issue.
Performs remote troubleshooting through diagnostic techniques and pertinent questions to offer the best solution to the customer based on the nature of the issue and details provided.
Performs remote troubleshooting through diagnostic techniques and pertinent questions to offer the best solution to the customer based on the nature of the issue and details provided.
Assesses the issue to determine if on-site presence is required for resolution.
This resource manages the ticket handling process for their customers and effectively uses team resources to drive tickets to resolution, maintain performance metrics, and ensure customer satisfaction.
Occasionally also provides technical leadership to the team and organization.
General Duties
- Maintain customer equipment to the highest standards.
- Walk customers through the problem-solving process as needed.
- Provide customers with the highest level of service by employing prompt responses and effective communication.
- Record events, problems, and resolutions in ticketing system.
- Manage customer tickets and use team resources to ensure customer satisfaction and ticket metrics are achieved.
- Represent Visual Edge Technology professionally to all involved parties including customers, prospects, and outside vendors or partners.
- Adherence and commitment to Visual Edge Technology Core Values.
- Timely and accurate completion of reports and documentation.
Technical Responsibilities
- Serve as an escalation point for the Service Desk via phone, chat, ticket, or email.
- Perform remote and onsite troubleshooting through diagnostic techniques and pertinent questions.
- Remediate and resolve various network and server issues remotely and/or onsite.
- Determine best solution based upon the issue and details provide by the customer and/or their end user.
- Escalate unresolved issues to the appropriate manager or team when clear path to resolution is not available.
- Assist with maintaining internal knowledgebase of network diagrams, documents, processes, and other items for various customers.
- Participate in on-going training and obtain relevant industry certifications.
- Be part of the after-hours emergency remote technical support on-call rotation. Emergency onsite dispatch on rare occasions.
- Provide technical expertise and assistance in a remote or onsite capacity with project implementation, onboarding, and offboarding tasks.
- Assist with developing, writing, and maintaining standard operating procedure documentation.
- Perform regular audits and reviews of customer networks to ensure proper security and stability.
- Provide technical expertise to Sales and Engineering teams regarding products and technologies to fit various customer needs.
Requirements
- High School Diploma or GED.
- Minimum 2 years full-time experience working in a technology solutions environment.
- Must be able to lift up to 50 lbs,
- Must be able to climb a ladder up to 6 ft high.
- Valid driver’s license, clean driving record, reliable transportation.
- Up to 60% travel.
Skills, Abilities, and Competencies
- Excellent written and verbal communication skills.
- Knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other technical products.
- Strong decision making and problem-solving abilities.
- Strong interpersonal and relationship building skills.
- Strong passion for customer service.
- Exceptional organizational skills and the ability to handle multiple tasks concurrently.
- Able to drive vehicle from site to site to provide technical support for our customers. Visual Edge provides mileage reimbursement.
- Ability to learn quickly in a fast-paced environment.
- Proficient in English.
- Process oriented, with great attention to detail.
- Ability to multi-task.
- Ability to work independently and without constant supervision.
Competencies
- Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
- Oral Communication - Speaks clearly and persuasively; Listens and gets clarification when necessary; Responds informatively to questions.
- Problem Solving - Identifies and resolves problems time efficiently; Gathers and analyzes information; Develops solutions; Uses reason.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives.
- Attention to detail.
Preferred Skills
- Experience with Windows Desktop Operating Systems (Windows 7 and up).
- Experience using a ticketing and time management system.
- Experience with Microsoft Office Applications (Word, Excel, etc.).
- Experience with Line of Business applications (QuickBooks, MatrixCare etc).
Preferred Technical Certifications and Experience
One or more of the following:
- Microsoft 365 Fundamentals
- Microsoft MCSA 2012 or later
- Microsoft MTA Networking Fundamentals
- Microsoft Azure Fundamentals
- CompTIA ITF+
- CompTIA A+
- CompTIA Network+
- Cisco Meraki Solutions Specialist
- Ubiquiti UNS
- Ubiquiti UEWA
- Barracuda firewall
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