Tier 3 Field Services Engineer

Job Description

Job Description

Company Overview

WEBIT Services, a leading Managed Services Provider based in Chicago, is searching for a dedicated and highly skilled Tier 3 Field Services Engineer to join our team of Employee Owners. As a critical part of the Field Team, you will provide advanced technical support, troubleshooting, and onsite expertise to ensure the seamless operation of client infrastructure.

Position Overview

The Tier 3 Field Services Engineer is responsible for delivering expert-level IT support, overseeing the configuration, deployment, and maintenance of IT systems for our clients. This role involves deep client interaction, proactive problem-solving, and ensuring infrastructure is up-to-date and operating efficiently. You will be a Subject Matter Expert (SME) and a trusted resource, offering proactive recommendations and technical solutions to enhance clients’ IT environments.

Core Responsibilities

• Advanced Technical Support :
• Resolve escalated and complex technical issues across hardware, software, and network systems.
• Collaborate with support teams to provide seamless resolutions and reduce client downtime.
• Troubleshooting :
• Diagnose and resolve intricate technical issues by analyzing logs, performance data, and system metrics.
• Work proactively to prevent future incidents by identifying potential risks and implementing preventive solutions.
• Configuration, Deployment, and Maintenance
• Perform onsite configuration and deployment of workstations, servers, and networking equipment following industry best practices.
• Conduct regular maintenance checks as per the weekly and monthly checklists, ensuring systems operate at peak performance.
• Record findings and maintenance activities to provide clients and internal teams with up-to-date reports.
• Client Consultation :
• Engage with clients to understand their business needs and technical challenges, offering tailored solutions to optimize their IT environments.
• Communicate technical concepts clearly to non-technical stakeholders, ensuring client satisfaction with all service engagements.
• Documentation and Handover :
• Maintain accurate and comprehensive documentation for configurations, deployments, and troubleshooting procedures.
• Ensure documentation is available for internal teams and clients through PSA.
• Collaboration and Knowledge Sharing :
• Work closely with the vCIO, Project Managers, and Solutions Engineers to ensure all IT initiatives align with client strategies.
• Train junior engineers and share best practices to improve the team’s capabilities.
• Issue Escalation and Proactive Management :
• Identify, document, and escalate unresolved technical issues using structured escalation procedures.
• Implement changes via the change management process in PSA, following defined approval workflows.

Requirements

Education / Experience :

Technical Expertise :

Certifications :

Soft Skills :

Benefits

Benefits :

Additional Information :