Job Description

At R3, we are committed to providing our clients with best-in-class solutions for all of their IT needs. We are relentless in our pursuit of excellence and dedicated to providing our clients with unsurpassed quality, service, and value day in and day out. As we continue to grow and innovate, we are seeking passionate and dedicated individuals to join our team. If you're ready to join our mission of setting the standard for IT excellence, we are looking for an experienced Field Services Engineer II to join our team.

As a Field Services Engineer II , you will primarily provide onsite client support, with potential remote support afterhours and/or periodically during weekends. You should bring a high level of customer-centric focus blended with technical expertise that aligns what we do as a business to our client's mission.

Responsibilities and Duties:

• Provide on-site, telephone, email, instant messaging technical support to client end users, across a wide range of technical support areas that include: account management, incident and problem management, troubleshooting, break-fix
• Procure (or ensure procured), install, configure, provision, and troubleshoot hardware, software, licensing, and peripherals; support technology refreshes
• Create, maintain, and rollout up-to-date images for workstation provisioning
• End user training and support
• Basic network support
• Onboarding and offboarding of end users
• Other end user support as needed by the client
• Always ensure the customer is left ‘whole' after any work activity (i.e., requisite hardware, software, peripherals, and all processes are functioning as required). Validate with the customer prior to leaving the assignment
• Perform advanced troubleshooting steps to resolve various technical issues related to hardware and software problems; escalate timely if necessary
• Document ticket information in detail, communicate status, and follow-up on all tickets in a timely manner to ensure tickets do not age and SLAs are met
• Log accurate and detailed notes within the ticketing system
• Serve as technical escalation point of contact for Solution Center Engineers in support of your client
• Achieve high customer satisfaction levels as based on goals set by your manager
• Configure and troubleshoot issues related to the following technologies: Windows Server, Active Directory, Windows and Mac OS, laptop and desktop hardware, Anti-Virus, Email Security, and Microsoft 365 Applications
• Document and implement procedures, standards, best practices configurations, settings, installation sequences, and back-out instructions
• Communicate with Client Services issues that arise during the normal course of support for client
• Work with the Project Management Office during special project implementations to provide end users with high support levels that align with new or changed service
• Protect client data, ensure appropriate levels of confidentiality, integrity, and availability
• Proactively anticipate, identify, and resolving problems. Take ownership and initiative for problem resolution, spot potential problem areas, analyze solutions, propose a resolution, and ensure implementation. Take the term customer service to heart
• Identify, support, and escalate security incidents quickly to the Cyber Security team
• Follow asset management inventory control procedures set by R3 to ensure the assets of the client are tracked accurately
• Develop self-knowledge and skills to keep abreast of new and changing industry products, services, standards, and trends, keeping certifications current (Minimum annual education requirements)
• Other duties or tasks as assigned by management

Knowledge, Skills, and Abilities:

• A bachelor's degree, or equivalent in experience and certifications, from an accredited college or university with a major in Computer Science, Information Systems, Computer Engineering, Business, or other related scientific or technical discipline
• Three (3) years of successfully progressive experience in a service desk technician role can substitute for any or all the education requirements
• Ability to communicate effectively, orally and in writing, and to establish and maintain effective working relationships with peers, end-users, and vendor development staff, as well as all levels of management personnel as necessary
• Minimum of 3 years of formal information technology, desktop support, customer support, customer service, technology management experience
• Technical training in combination with an industry certification may substitute for some or all the education requirements
• Practical experience with an enterprise incident management system
• Practical experience with service management help desk tools
• Certification from CompTIA, Microsoft, or HDI is a plus
• Knowledge of computer hardware, architecture, repair, and troubleshooting procedures
• Knowledge of Windows desktop operating systems and file systems including Active Directory
• Knowledge of TCP/IP device configuration and the Judiciary network structure
• Excellent communication skills—both verbal and written— ensuring proper recording, documentation, routing, and closure of incidents
• Serve as the ultimate team player with excellent interpersonal skills
• Self-motivated and self-starting with a strong ability to learn and think critically
• Experienced in dealing with people in a highly visible, fast-paced, and sometimes stressful environment—able to diffuse tense situations
• Demonstrated customer service abilities (e.g., patience, positive customer-friendly attitude, active listening, empathy, professionalism, etc.)
• Able to control attention and minimize distractions to achieve greater efficiency
• A problem-solver who pro-actively seeks out solutions
• Familiarity with ITIL/ITSM Concepts

Work Environment and Physical Requirements:

• Must be able to safely lift and move pieces of hardware weighing up to 50lbs. May need to handle heavier pieces of equipment with additional help
• Stooping, kneeling, and crawling may be needed for the installation of equipment
• Ability to use small hand tools appropriate for computer installation and repair
• Ability to travel alone to multiple client locations
• Awareness of safety for people and equipment in the environment
• Awareness of standard electrical and mechanical precautions
• Hand tools, medium and large-sized motor vehicles (such as vans), pneumatic pallet lifts, equipment carts, hand trucks
• Use of mobile devices as required for daily work assignments

Why join our winning team?

• Competitive wages to reflect your experience and skills.
• Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
• 401(k) with company match to help you plan for the future.
• Flexible time off policies to ensure you maintain a healthy work-life balance.
• We offer many remote opportunities, allowing you to work wherever you want.
• We are committed to creating a positive impact on society and contributing to a better world--we're involved in our community and encourage our employees to do the same.
• We are reshaping the industry and the way it thinks about technology and service.
• We strive to be better and encourage our employees to do the same by offering training incentives and bonuses to help you and your career grow.
• The opportunity to be a part of an amazing team.

R3 is an equal opportunity employer. It has been and will continue to be a fundamental policy of R3 to not discriminate on the basis, of race, color, religion, gender, gender identity, pregnancy, marital status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state, and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, and termination.

Compensation details: 80000-85000 Yearly Salary

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