Client Field Services Engineer II

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 a talented Client Field Services Engineer II to join our team.

As a Client Field Services Engineer II, you are the face of R3 to our clients and bring a level of customer service blended with technical expertise that shows through the choice of our actions and the forward thinking of our plans. This position requires onsite presence at our customer’s headquarters 8 hours per day, 5 days per week.

What does a Client Field Services Engineer II do?

• Answer customer phone calls on a daily basis
• Monitor and maintain service board and handle customer-initiated and system generated issues
• Develop and maintain good working relationships with clients to promote high levels of customer service. 
• Acts as a primary escalation point for other Client Field Engineers in remediating service requests and incidents, for both customers and internal operations.
• Troubleshooting of various issues, service requests or incidents
• Assist Enterprise Engineers and Architects with server/infrastructure migrations and use the knowledge gained within to perform smaller migrations
• Take appropriate actions while assisting and enabling other Client Field Engineers to troubleshoot incidents and providing basic service coordination for initial triage/troubleshooting of service requests
• Set up computer systems for employees
• Image and desktop deployment
• Perform intermediate hardware troubleshooting and repair as needed
• Work with senior staff members in order to resolve complex issues
• Assist with daily client backup checks
• Remote management of client computers and servers
• Participate in on-going afterhours on-call schedule

Requirements

• Previous experience at an MSP is preferred
• Computer Science or engineering related field or equivalent work experience
• Experience with Microsoft Windows 10 desktop operating systems
• Experience with Microsoft Office 365
• Familiarity with network troubleshooting
• Knowledge of TCP/IP networking and related network services (i.e. DNS, SMTP, DHCP, etc.)
• Knowledge of Active Directory concepts and administration
• Basic internet and email concepts (HTTP, SMTP, SSL) troubleshooting
• Experience with Microsoft Intune

Preferred Additional Skills:

• CompTIA A+, Network+, Security+, MCSA certifications
• ITIL Foundations Certification and/or ISO 20000 experience
• Windows Server 2012/2012R2/2016/2019 experience
• Mac OSX knowledge

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.