Field Services Lead Engineer
WEBIT Services, United States
Job Description
Company Overview:
WEBIT Services, headquartered in Chicago, is a Managed Services Provider dedicated to delivering exceptional IT solutions. We are proud to be employee-owned and are committed to fostering a collaborative and innovative work environment.
We are currently seeking a skilled Field Services Lead Engineer to join our dynamic team. In this role, you will take the lead in guiding our team of Field Services Engineers, providing advanced technical support, troubleshooting complex issues, and continuously seeking opportunities for process improvement. If you are passionate about technology and possess strong leadership skills, we invite you to apply and become part of our team at WEBIT Services.
Position Overview:
The position of Field Services Lead Engineer is a multifaceted role that combines both technical expertise and supervisory responsibilities. As the Lead Engineer, you will play a crucial role in providing onsite resolutions for clients while also serving as a mentor, escalation point, and leader for other Field Services Engineers. This role demands strong interpersonal skills and the ability to effectively manage multiple tasks in a fast-paced environment.
Success in this role hinges on being responsible, self-motivated, and confident in your abilities to troubleshoot and resolve issues efficiently. If you thrive in a dynamic and collaborative work environment and are passionate about providing exceptional service to clients, this role offers an exciting opportunity for professional growth and development.
Core Responsibilities:
- Lead and supervise the Field Engineer staff, providing guidance and direction to ensure optimal performance.
- Assess the strengths and weaknesses of Field Engineer team members and offer mentorship and coaching to facilitate professional growth.
- Ensure timely and accurate customer service delivery on a daily basis, maintaining high levels of client satisfaction.
- Collaborate closely with the Help Desk Team Lead to address escalations and fulfill client needs effectively.
- Actively engage in responding to customer queries to contribute to the improvement of customer support.
- Adhere to best practices throughout the technical support process to ensure efficient and effective service delivery.
- Partner with vCIOs to identify opportunities for enhancing client environments and improving service offerings.
- Manage and monitor tickets and projects using our Professional Services Automation (PSA) platform to ensure timely resolution and project completion.
- Provide technical support as required, including troubleshooting server operating systems, end-user operating systems, and LAN hardware.
- Manage escalations to vCIOs or Management as necessary to address complex technical issues and ensure timely resolution.
Requirements
Qualifications:
- Demonstrates a commitment to maintaining strict confidentiality to ensure network security.
- Possesses a friendly demeanor, helpful attitude, strong interpersonal skills, and the ability to collaborate effectively with others.
- Capable of providing technical assistance and support over the phone with proficiency in phone etiquette and previous customer service experience preferred.
- Exhibits strong problem-solving skills, with the ability to analyze situations and think abstractly to devise solutions.
- Adaptable to handling a constantly changing flow of traffic, remaining productive during slow periods, and effectively multitasking during peak activity, while maintaining patience and professionalism in stressful situations.
- Proficient in common operating systems and software applications, with a keen eye for organization and detail.
- Demonstrates competence in TCP/IP networking for LAN and WAN, along with an understanding of Active Directory, including replication, GPO, and DNS.
- Proficient in Office Suites functions and operations, with strong diagnostic and problem-solving abilities.
- Able to work efficiently under deadlines, demonstrating exceptional organizational skills and attention to detail.
- Possesses excellent teamwork, communication, and customer service skills.
- Familiarity with IT Managed Services/IT Service Delivery concepts.
- Ability to analyze system data, propose appropriate solutions, and resolve problems effectively.
- Proficient in Internet navigation for Routers, Switches, and Networks.
- Experience in high-level field customer service roles.
- Strong computer and networking skills.
- Demonstrates strong ethics and works effectively as a collaborative team member, even under pressure to meet deadlines and financial objectives.
Benefits
About WEBIT Services
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