Tier 3 Field Services Engineer

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.

Education/Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, OR 3+ years of experience in a Tier 3 support or similar role.

Technical Expertise:

• Extensive knowledge of Microsoft AD, O365, Azure/InTune, virtualization technologies, firewalls, and networking.
• Hands-on experience with server and storage virtualization, VPN, VLANs, DNS, and DHCP.
• Ability to implement, configure, and troubleshoot wireless networks.

Certifications:

• Relevant certifications such as CCNA, CompTIA Network+, VMware VCP, or MCP are preferred.

Soft Skills:

• Strong problem-solving capabilities and the ability to work effectively under pressure.
• Excellent communication and interpersonal skills with a customer-focused approach.

Benefits:

• Company-paid Day-1 Health Insurance for employee
• Company-paid AD&D Insurance
• Company-paid LTD & STD Insurance
• Unlimited PTO
• Employee Assistance Program
• Dental Insurance
• Vision Insurance
• 401k
• Life Insurance

Additional Information:

• Position Type: Full time, salaried
• Salary Range: $80,000-120,000
• Unlimited PTO Eligibility: After 90 days
• Employee Ownership Eligible after 1 year of service