Location: Split between 2 sites – Aliso Viejo (2 days/week) and Whittier, CA (3 days/week)
Rate: $40-45/hour
Terms: 4-6 month contract to hire
Our client provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our client base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum we are seeking to add talent to our team.
The Field Support Engineer is responsible for providing onsite support to clients, whether scheduled or on demand. The Field Support Engineer is expected to build strong, trusted relationships with their assigned clients. Every Engineer is measured on completed tickets, resolution met, customer satisfaction and ticket utilization set forth by their direct manager.
Duties and Responsibilities
- Triage and assign tickets to the appropriate resource
- Actively listening to and engage with clients
- Ensure compliance with the company’s code of business ethics, standards, and policies
- Remain quality conscious via phone and email with both technical and non-technical customers
- Use analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more
- Evaluate the issue to determine the problem and identify the source and possible solutions using critical thinking skills
- Draw connections between various aspects of a problem, and propose viable solutions that have been tested
- Navigate between the amount of time spent on a ticket determining plan of action and escalating the issue to provide excellent customer service
- After solving an issue, review the troubleshooting to achieve more efficiency in the future
Education
- High School Diploma or GED required
- Microsoft role-based certification, A+, Security+, Network+, ITIL Certification or ability to obtain within 6 months of employment
Experience
- 2 years of customer facing project management and client engagement experience
- Experience troubleshooting issues with Windows & Mac Operating Systems, Microsoft Office Suite, remote access, MS terminal services, Citrix XenApp clients and VMware
- Experienced in deploying OS installation via scripted, unattended methods, Ghost, Sysprep, and other imaging methods
- Experience with Mac Operating Systems, Windows and Windows 2003/2008/2012, Citrix XenApp server and client, Exchange 2003/2007/2010, Active Directory, Hardware Firewall/Router (Configuration, maintenance and troubleshooting) and/or VMware ESX 4/5/5.5
Working Conditions
Work is performed at multiple client sites, which will likely involve commuting to different areas within the assigned region.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
