Tactical Field Engineer

at  Visual Edge Technology

WE HIRE CHAMPIONS!

Join Visual Edge It, where technology meets excellence. We’re embarking on a mission to build a winning team, and our partnership with the Pro Football Hall of Fame exemplifies our dedication to achieving greatness. As a member of our team, you’ll not only contribute to groundbreaking projects but also have the chance to showcase your skills and be recognized for your achievements.
With over 20 years of experience and a nationwide presence, Visual Edge IT provides unbeatable managed IT services, cybersecurity solutions, and document workflow innovations.
Join our team of over 1,000 passionate professionals and become a game-changer in the world of technology. With a focus on employee empowerment and a supportive work environment, Visual Edge IT is where champions thrive and new heights are reached.

REQUIREMENTS

• High School Diploma or GED.
• Minimum 2 years full-time experience working in a technology solutions environment.
• Must be able to lift up to 50 lbs,
• Must be able to climb a ladder up to 6 ft high.
• Must be comfortable with standing for long periods and/or walking frequently.
• Must maintain a professional appearance at all times during working hours.
• Valid driver’s license, clean driving record, reliable transportation. Up to 60% travel.

PREFERRED TECHNICAL CERTIFICATIONS AND EXPERIENCE

One or more of the following:

• Microsoft 365 Fundamentals
• Microsoft MCSA 2012 or later
• Microsoft MTA Networking Fundamentals
• Microsoft Azure Fundamentals
• CompTIA ITF+
• CompTIA A+
• CompTIA Network+
• Cisco Meraki Solutions Specialist
• Ubiquiti UNS
• Ubiquiti UEWA
• Barracuda firewall (CGF01, or CGF04, or CGF09, or CGFPET1

ROLE AND RESPONSIBILITIES

The Tactical Field Engineer serves as an escalation point for the Service Desk when on-stie presence is required, next level support is required, or when a specific skillset is needed to resolve a customer’s issue.
Performs remote troubleshooting through diagnostic techniques and pertinent questions to offer the best solution to the customer based on the nature of the issue and details provided.
Assesses the issue to determine if on-site presence is required for resolution.
This resource manages the ticket handling process for their customers and effectively uses team resources to drive tickets to resolution, maintain performance metrics, and ensure customer satisfaction.
Occasionally also provides technical leadership to the team and organization.

GENERAL DUTIES

• Maintain customer equipment to the highest standards.
• Walk customers through the problem-solving process as needed.
• Provide customers with the highest level of service by employing prompt responses and effective communication.
• Record events, problems, and resolutions in ticketing system.
• Manage customer tickets and use team resources to ensure customer satisfaction and ticket metrics are achieved.
• Represent Visual Edge Technology professionally to all involved parties including customers, prospects, and outside vendors or partners.
• Adherence and commitment to Visual Edge Technology Core Values.
• Timely and accurate completion of reports and documentation.

TECHNICAL RESPONSIBILITIES

• Serve as an escalation point for the Service Desk via phone, chat, ticket, or email.
• Perform remote and onsite troubleshooting through diagnostic techniques and pertinent questions.
• Remediate and resolve various network and server issues remotely and/or onsite.
• Determine clear path to resolution is not available.
• Assist with maintaining internal knowledgebase of network diagrams, documents, processes, and other items for various customers.
• Participate in on-going training and obtain relevant industry certifications.
• Be part of the after-hours emergency remote technical support on-call rotation. Emergency onsite dispatch on rare occasions.
• Provide technical expertise and assistance in a remote or onsite capacity with project implementation, onboarding, and offboarding tasks.
• Assist with developing, writing, and maintaining standard operating procedure documentation.
• Perform regular audits and reviews of customer networks to ensure proper security and stability.
• Provide technical expertise to Sales and Engineering teams regarding products and technologies to fit various customer needs.