Field Engineer-IT

The IT Field Engineer extends technical expertise to all customers through deployment and troubleshooting of technology. They are responsible for not only troubleshooting problems faced by the end-users of PCs, laptops, servers and mobile phones, but also understanding client business models to identify critical systems for continuity planning purposes. Field Engineers receive assignments through emails, telephone or in-person, as they are often a technical account management point-of-contact for any customer following onboarding.

Part of Pelycon’s mission is to be a great provider of IT and Cybersecurity services and what separates the great from the good is the people. If customers aren’t comfortable and confident with the people, they’ve entrusted to manage their technology and guard their data, then the rest doesn’t matter. Pelycon builds valued and lasting relationships with clients, working with them as an extension of their team so their business to succeed and thrive. We are engineers, which means we solve problems.

Job Responsibilities

Field Engineers manage projects, design solutions, research and diagnose problems and understand client business models to be an advocate for technology solutions that support the business mission. They document user requests and update client trouble tickets with the current status of the issue, keeping users informed about the status of their tickets/requests and confirm the resolution. They also undertake maintenance of computer networks, hardware, software, and other equipment at regular intervals.

Duties Include:

• Plan, execute and manage projects to deploy technology solutions, upgrades and migrations.

• Research and analysis of technical problems for end users, documentation and resolution or escalation.

• Act as an escalation point for troubleshooting.

• Use of ticketing system, and technical knowledgebase to track and document all incidents.

• Install, assess, troubleshoot, maintain, and upgrade computers and equipment of different types, including copiers, printers, and scanners.

• Ownership of appropriate documentation to facilitate quickly troubleshooting all problems.

• Other administrative duties as assigned.

Skills Required:

• Strong communication skills in order to work with both IT specialists and non-IT employees.

• Lifelong learner mindset to learn and support new technology and demonstrate knowledge through obtaining industry relevant certifications.

• Strong organization and multi-task tracking skills.

• Reliable work ethic.

• Excellent customer service skills (courteous, tactful, and professional demeanor).

• Ability to participate in on call rotation involving responding to high priority alerts after hours and weekends (additional compensation).

• Developing subject matter expertise in Windows, Mac, Servers and Networking.

• Developing subject matter expertise in of Microsoft Active Directory.

• Cybersecurity hygiene and safe computing practices.

• Antivirus, backup and disaster recovery, patching, MS office.

• Knowledge and experience with Cloud hosted and on-premises email server support.

• Knowledge and experience with Office 365 setup and support.

• Developing business knowledge in one or more verticals

Additional Desired Skills:

• Knowledge and experience with Point-of-sale systems support.

• Knowledge and experience with Azure cloud.

• Knowledge and experience working with Cybersecurity controls and compliance frameworks.

• Fundamental knowledge of a programming or scripting language.

Educational Qualifications and Certifications:

• A bachelor’s degree is preferred for this position, an associate degree, experience and certifications can substitute.

• Candidates should have at least five years of experience in information technology surroundings.

• Willingness to assume a leadership role and mentor and learn from a team of technicians.