Job Description

Field Engineer

At Louisville Geek, our Field Engineer is at the forefront of delivering top-notch, on-site tech support and solutions to our clients. You'll dive into diagnosing and resolving hardware and software challenges, implementing IT solutions, and providing the know-how to keep client systems and networks running smoothly. You'll collaborate closely with clients, project managers, and fellow tech experts to ensure we consistently deliver outstanding service and support.

Job Duties and Responsibilities

• Provide on-site technical support to clients, including diagnosing and resolving hardware, software, and network issues.
• Get hands-on with installing, configuring, testing and maintaining IT systems and infrastructure—everything from switches and access points to cameras and network cables.
• Troubleshoot and resolve issues related to desktops, laptops, servers, printers, peripherals, and other IT equipment.
• Work closely with Project Managers to plan and execute IT projects, including migrations, upgrades, and deployments.
• Team up with Senior Engineers to provide top-tier on-site support and assistance, tackling technical challenges head-on.
• Attend site surveys and assessments to assist in gathering information for project planning and implementation.
• Perform hardware and software installations, upgrades, and migrations, following established procedures and best practices.
• Document technical processes, procedures, and configurations, maintaining accurate records and documentation for future reference.
• Provide technical guidance and assistance to clients and end-users, offering training and support to enhance their understanding and utilization of IT systems and applications.
• Respond to service requests and incidents promptly, prioritizing and escalating issues as needed to ensure resolution within established SLAs.
• Stay abreast of industry trends, emerging technologies, and best practices in IT, continuously expanding knowledge and skills to improve service delivery and support.
• Maintain a professional and customer-focused demeanor, representing Louisville Geek positively in client interactions and engagements.

Education and Experience

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 1-2 years of experience in a field engineering or technical support role, preferably in an IT MSP or similar setting.
• Certifications like CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.

Knowledge, Skills, and Abilities

• Technical proficiency in hardware, software, networking, and IT infrastructure.
• Skilled in diagnosing and resolving complex technical issues.
• Familiar with Windows OS, Active Directory, Exchange, Office 365, and common IT applications.
• Knowledge of TCP/IP, DNS, DHCP, VPN, and related concepts.
• Ability to read and interpret network diagrams and blueprints.
• Team-oriented with strong communication and interpersonal skills.
• Capable of working independently, managing time, and meeting deadlines.
• Committed to delivering exceptional service and support.
• Prioritizes tasks effectively in fast-paced environments.
• Flexible in responding to changing priorities and client needs.
• Comfortable working in various environments, with the ability to use ladders, work in confined spaces, and lift heavy equipment.
• Willing to travel and work outside regular business hours as needed; valid driver's license required.

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