IT Field Engineer

Position Title: MSP Field Service Engineer Tier 2

SummaryClare Computer Solutions is a well-established leading Bay Area IT Managed Services Provider.The MSP Field Service Engineer Tier 2 is our technical support out on the field, providing world class support to our clients. With a passion for genuinely helping and delighting our customers, the field service engineer will use exceptional technical and customer care to solve technical issues that enable our clients to operate their business and succeed. The success of our service delivery is centered around the field service team and how well it integrates with the other departments in the organization. It is important that our Managed Services Field Team embodies our company core values:

Respect, Teamwork, Client First Mentality and Self Improvement.

Reporting StructureThe MSP Field Service Engineer Tier 2 will report to the MSP Field Service Team Lead

Role & Responsibilities

• Responsible for implementation and support of desktop services, applications, peripherals, telephone systems onsite
• Responsible for new employee equipment onboarding and offboarding onsite
• Documentation and update of all assets and configurations of client environments
• Triaging and collecting information on problems for escalation engineers
• Performs Tier 2 service requests and relocation of IT equipment
• Performing routine onsite checks and maintenance according to tech alignment checklist
• Work cohesively with other teams and departments in the organization and follow the prescribed protocols and guidelines
• Consistently document and maintain all time in ConnectWise with detail on what has been done and next steps real time
• Meticulous in documenting any changes to configurations, network diagrams, workflow documents and other IT related items
• Facilitate working with vendors and application consultants on issues as instructed by senior engineers
• Escalate complex issues to Tier III or Team Lead after triaging all initial steps and updating ticket with all necessary information needed for escalation engineer
• Work through Dispatch Coordinator on any transfer or transitioning of tickets
• Performs miscellaneous job-related duties as assigned by the Managed Service Team Lead or Dispatch Coordinator