Job Description:
This position is 100% onsite at multiple locations in Cincinnati, Ohio. Applicant must reside within driving distance of Cincinnati, Ohio.
The Field Support Engineer III position is an individual contributor on the MSP Team with the primary goal to support the OSIS Members, or a specific OSIS member. The Field Support Engineer III is responsible for maintaining the design and integrity of a member’s IT systems, coordinating complex projects, and implementing IT solutions. Your daily duties will be handling escalation tickets and working on multiple small to medium IT projects while aiding end user support and customer service for Member supported computers, mobile devices, applications, servers and platforms in both dedicated and multi-tenant environments.
ESSENTIAL JOB FUNCTIONS: The responsibilities listed are fundamental to the position and must be performed successfully to achieve the key performance objectives of the role. Other responsibilities may be assigned.
Build and maintain member and internal relationships to drive mutually beneficial solutions and drive positive member experiences, act as onsite technical expert and OSIS client liaison.
Communicate with member in written and verbal form per OSIS communication standards to ensure consistent communication.
Manage assigned projects and program components to deliver services in accordance with established objectives.
Receive escalated tickets and prioritization from OSIS Service Desk Service; communicate via the ticket details and with Service Desk Team Lead if work cannot be completed.
Perform all onsite worked required for service/project tickets, including equipment installation; communicate with appropriate Departments and or Service Desk Tiers to facilitate ticket resolution, as needed.
Communicate with site management on ticket resolution and project status.
Notify procurement when parts need to be ordered to resolve client issues; communicate any client specific preferences for parts.
Maintain up-to-date and accurate ticket status and documentation for all work completed. Escalate client issues back to Service Desk Team Lead, when appropriate, and clearly communicate steps taken, future steps and client needs in ticket.
Accurately track, document and allocate time and mileage.
Respond to inquiries from staff, administrators, service providers, site personnel and outside vendors to provide technical assistance and support.
Collaborate with OSIS Infrastructure teams to meet the needs of the Members within the mission and goals of OSIS.
Develop procedures to prevent and reduce the severity of any outages.
Create and maintain configuration and support documentation.
Perform, necessary LAN/WAN (Switches, Routers, hubs, cabling, etc.) administration as directed by the Networking team, and network troubleshooting.
REQUIRED SKILLS AND EXPERIENCE:
Ability to proactively monitor and maintain production environments with a focus on IT environmental health.
Excellent documentation skills, including the ability to track, log and document customer interactions and follow-up procedures and to document findings and create walkthrough documentation.
Understanding and familiarity with remote troubleshooting/monitoring tools and methods.
Windows Active Directory, Domain Controllers and Group Policy.
Microsoft 365 Applications such as Exchange Online, SharePoint, Teams, and OneDrive.
Task automation and configuration management using Windows PowerShell commands.
Experience with 3rd party software installation and support.
Working knowledge and remediation of Antivirus and Anti-Malware software and infections.
Basic understanding of Enterprise Firewalls, routers, switches and VPN appliances such as FortiGate.
Excellent time management, communication, and customer service skills.
Knowledge of imaging technologies, image creation, image management and deployment to desktop and laptop computing systems (Autopilot, Intune).
WORK ENVIRONMENT:
This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, scanners, copy machines and filing cabinets.
PHYSICAL DEMANDS:
This is a largely sedentary role; however, some work with technical hardware is required. This would require the ability to lift computers and computer peripherals, as well as other equipment, and to bend or stand as necessary. At times, this position may need to lift computer equipment unassisted at 100lbs.
Compensation Range
$29.00 - $42.00/hour