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Full-time
high school, professional certificate
Posted 30d ago
Apply by Jul 7
~40 hrs/week
Responsibilities
The Field Support Engineer II is responsible for providing onsite support to Synoptek clients, building strong relationships and ensuring customer satisfaction. Duties include triaging tickets, troubleshooting technical issues, and ensuring compliance with company policies.
Requirements
Candidates must have at least 2 years of customer-facing project management and technical experience, along with a high school diploma or GED. Relevant certifications such as A+, Security+, or Network+ are required or must be obtained within 6 months of employment.
Full job description
Overview
Synoptek
We think globally, act locally. As a Managed Services Provider, Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum we are seeking to add talent to our team. When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, results growth, and clarity.
Field Support Engineer II
This is an amazing opportunity to work within one of the fastest growing Managed Services Providers. We are a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. We foster a fun and connected environment with employee benefits extending beyond general compensation and into company sponsored events and an invested culture of learning.
The Field Support Engineer II is responsible for providing onsite support to Synoptek clients, whether scheduled or on demand. The Field Support Engineer is often considered the ‘face’ of Synoptek and is expected to build strong, trusted relationships with their assigned clients. Every Engineer is measured on completed tickets, resolution met, CSAT (customer satisfaction) and ticket utilization set forth by their direct manager.
Duties and Responsibilities
Triage and assign tickets to the appropriate resource
Actively listening to and engage with clients
Use advanced analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more
Retrieve passwords from password tool
Ensure compliance with Synoptek’s document security standards and policies
Ensure compliance with the company’s code of business ethics, standards, and policies
Remain quality conscious via phone and email with both technical and non-technical customers
Use analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more
Evaluate the issue to determine the problem and identify the source and possible solutions using critical thinking skills
Draw connections between various aspects of a problem, and propose viable solutions that have been tested
Navigate between the amount of time spent on a ticket determining plan of action and escalating the issue to provide excellent customer service
After solving an issue, review the troubleshooting to achieve more efficiency in the future
This job description is not designed to be a comprehensive list of the duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without notice
Education
High School Diploma or GED required
Microsoft role-based certification, A+, Security+, Network+, ITIL Certification or ability to obtain within 6 months of employment
Experience
Customarily has at least 2 years of customer facing project management and client engagement experience
Customarily has at least 2 years of technical experience
Experience troubleshooting issues with Windows & Mac Operating Systems, Microsoft Office Suite, remote access, MS terminal services, Citrix XenApp clients and VMware, preferred
Experienced in deploying OS installation via scripted, unattended methods, Ghost, Sysprep, and other imaging methods, preferred
Experience with Mac Operating Systems, Windows XP/Vista/7/10 and Windows 2003/2008/2012, Citrix XenApp server and client, Exchange 2003/2007/2010, Active Directory, Hardware Firewall/Router (Configuration, maintenance and troubleshooting) and/or VMware ESX 4/5/5.5, preferred
Skills/Attributes
Synoptek core DNA behaviors:
Clarity: Possesses excellent communication skills, makes a concentrated effort to speak the customers language. Ability to field questions with concise, well-constructed responses
OwnIT: Shows integrity, innovation, and accountability in completing daily assignments
Results: Solutions focused and driven to resolve conflict quickly and precisely. Proactively looks for opportunities to contribute to the company’s business goals
Growth: Willing to learn and ask questions. Constantly looking for new ways to improve yourself. Ability to adapt and grow in a fast-paced environment
Team: Embraces both customers and colleagues as team members. Ability to be flexible, respectful, engaged and collaborative
Ability to provide basic end user support in an enterprise environment
Working Conditions
We live by the motto ‘work hard, play hard’ and strive to support our employees in both their professional and personal goals. We believe that by hiring the right people, leading process improvement, and leveraging technology, we achieve superior results.
Work is performed at multiple client sites, which will likely involve commuting to different areas within the assigned region. May be subject to time constraints and tight deadlines. May require occasional travel.
Salary Range
The anticipated base range for this role is $77,000-$94,920 with a median of $83,551. Actual compensation is impacted by a number of factors including, but not limited to, skill set, level of experience, specific work locations and any potential licenses and certifications required for that role.
EEO Statement
We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.
Delivering accelerated business results through advisory led transformative systems integration and managed services.
Industry
IT Services and IT Consulting
Company size
1,001-5,000 employees
Founded
2001
Headquarters
Costa Mesa, CA
LinkedIn followers
34,268
Total funding
$8M
Synoptek is a leading global managed services provider and technology consulting firm that delivers transformative business results. We partner with organizations worldwide, helping them navigate the ever-changing technology landscape and build solid tech foundations for their businesses.
Our comprehensive offerings, global workforce, and strategic technology partnerships empower us to drive growth for the organizations we work with while optimizing and protecting their ecosystem. With our Envision. Transform. Evolve. model, we help organizations strengthen their IT foundation, manage risk and compliance, and enhance their competitive position. With growth, ownership, inclusivity, and philanthropy embedded in our DNA, we are committed to delivering improved business results and unmatched service to all our stakeholders.
For more information, visit www.synoptek.com
Offices: Pacific Arts Plaza 611 Anton Blvd., Suite #925, Costa Mesa, CA 92626, US · 348 West Parkcenter Blvd, Suite 200, Boise, ID 83706, US · 3200 Douglas Blvd, 320, Roseville, California (CA) 95661, US · 1100 Pittsford Victor Rd, Pittsford, NY 14534, US · 8181 E Tufts Ave, Suite #530, Denver, Colorado 80237, US
IT ConsultingIT OutsourcingApplication DevelopmentIT as a ServiceIT Infrastructure Management24x7 Help DeskCloud SolutionsManaged Cloud HostingOn-site IT SupportIT Management
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