Field Service Engineer

This position is for a full-time, Field Service Engineer who will report to the Manager of Client Services. General duties will be to service DirectPointe Subscribers (end-users) by: providing professional onsite end-user support; installing computer hardware and/or software; performing preventive network/PC maintenance tasks; troubleshooting and repairing computer and/or Peripheral equipment; and providing support for LAN and other network support tasks in conjunction with other Support Team members.

Other duties include performing customer satisfaction surveys, maintaining accurate and updated client contact directories/databases, submitting internal knowledge base articles, and assisting with the new customer network needs assessments, implementations, and installation processes.

Essential Duties and Responsibilities

• Provide remote and onsite support to DirectPointe Subscribers
• Install and configure PCs, servers and network devices
• Follow up with escalating contact to ensure complete client satisfaction
• Tracks and records all onsite activities, including billable hours, equipment, mileage, etc.
• Help recommend remote solutions to issues previously requiring onsite visits
• Respond to outages (internet, server drive space, etc)
• Provide support to installation teams
• Provide DirectPointe clients with recommended solutions / upgrades

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