Field Engineer

Field Engineer

About QualityIP: QualityIP is distinguished as one of the most advanced technology firms in Northeast Ohio. Our core offering entails an IT department service, wherein customers seamlessly integrate our Service Desk Support, Cloud Services, Onsite Staffing, Virtual CIO, Procurement, and IT Planning teams as extensions of their own organizations. Through collaborative partnerships, we ensure the alignment of optimal-fit technology solutions with individual business objectives.

Position Overview: We are currently seeking an experienced and highly motivated Field Engineer to join our team. Field Engineers are pivotal in delivering high-quality support to our clients and maintaining the efficiency of their technology infrastructure. They act as the face of QualityIP and are responsible for building and nurturing strong client relationships.

Key Responsibilities:

• Provide best-in-class, multi-tiered onsite technical support to clients as scheduled or in response to service requests.
• Diagnose, troubleshoot, and resolve hardware and software issues, including upgrading components and replacing faulty parts.
• Deliver excellent customer service and maintain a positive and professional demeanor during client interactions.
• Identify opportunities for upselling and cross-selling additional MSP services.
• Maintain accurate and detailed records of client interactions, issues, and resolutions.
• Maintain an accurate inventory of on-site equipment, parts, and supplies.
• Keep clients informed about the status of their issues and requests, providing a professional and friendly point of contact for technical support.
• Escalate complex or unresolved issues to higher-level technicians or engineers when necessary.
• Install, configure, and troubleshoot software applications, hardware, and operating systems.
• Educate end-users on best practices.
• Adhere to policies and procedures, including security and compliance guidelines.

Qualifications and Skills:

• Bachelor’s degree or industry related certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+ and Microsoft Certified Professional are strongly desired but not required.
• Valid driver’s license.
• Proven experience in on-site technical support, hardware/software troubleshooting, and network support.
• Strong knowledge of common operating systems and software applications.
• Familiarity with hardware components and the ability to perform basic hardware repairs and upgrades.
• Excellent analytical and problem-solving skills.
• Strong verbal and written communication skills for professional client interactions.
• Customer-centric attitude.
• Strong organizational skills and self-direction.
• Experience providing IT support within a Windows Active Directory environment.
• Fundamental understanding of Windows Server.
• Basic knowledge of networking concepts, including IP addressing.

Cultural Fit: We are a family-owned business that values accountability, professionalism, and individual growth. At QualityIP, your voice is heard.

Benefits:

• Competitive salary with performance-based incentives.
• Medical Mutual Health Insurance with HSA & ancillary benefits.
• John Hancock Retirement Account – Simple IRA with 3% company match.
• Flexible scheduling options.
• Paid Time Off.
• Certification Assistance- 100% reimbursement for training, course materials, and testing fees.
• Free company apparel.
• Microsoft Workplace Discount.
• Keeper Password Manager.
• CompTIA content & exam voucher discounts.

Compensation: The salary range provided for this position is based on various factors, including, but not limited to, prior employment history, job-related knowledge, education and training, skills, and geographic location. Individual compensation within the range will be determined based on these and other job-related factors.

If you possess exceptional organizational skills and thrive in a high-profile team environment, we would love to meet you!