About Us:
We are a leading managed services provider specializing in IT and cybersecurity solutions, trusted by a diverse clientele including financial and professional services sectors. Our commitment is to deliver tailored technology solutions that precisely meet each client’s unique needs.

Position Overview:
As a Field Support & Service Engineer, you will play a pivotal role within our IT Service Team. Your primary responsibilities will involve managing incoming support requests, engaging directly with clients to address their requirements, and providing project-based support. Collaboration with various internal teams will be essential to ensure efficient handling of both internal requests and client projects.

Field Support & Service Engineer – MSP  Day to Day:

On-site Appointments

  • Conducting all on-site appointments with a commitment to upholding our mission statement.
  • Identifying and managing client-initiated scope changes, ensuring seamless transition to remote support.
  • Collaborating with the team to ensure timely resolution of client tickets according to best practices.
  • Addressing escalated tickets from the Manila Service Desk and directly assigned tickets within specified SLAs.

Client Management

  • Upholding a professional and respectful demeanor in all client interactions.
  • Maintaining clear and consistent communication with clients and internal teams regarding ticket progress.
  • Serving as the primary contact for designated client requests.
  • Maintaining technical and personal knowledge to deliver exceptional customer service.

Field Support & Service Engineer – MSP Skills and Experience:

  • Proficiency in email administration (Google Workspace, Office 365).
  • Experience with Office 365 security practices, including spam and phishing investigations.
  • Strong troubleshooting skills for desktops (Mac, Windows), office software, and hardware (docking stations, monitors, etc.).
  • Familiarity with racking, stacking, and installing network equipment such as switches, firewalls, and access points.
  • Fundamental networking knowledge.

Field Support & Service Engineer – MSP Benefits:

  • Salary $70-80K
  • Generous PTO
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • 401K Contribution