Job Title: IT Field Engineer Job Description
Job Type: Contract
Job Location: On-Site
Position Summary
This position is responsible for providing superior customer service and quality technical support for internal employees as well as external collaborative business partners. The IT Field Engineer will work as a part of a team to support employees located at a construction jobsite.
Responsibilities
• Responsible for the implementation and management of jobsite-wide IT work providing input and deliverables in all phases.
• Analyzes, prioritizes, troubleshoots, and resolves technical issues with the network connections in the primary and all trailers and buildings where internet exists.
• Interacts in person, via telephone, email, IM, and web interface to assist the jobsite team and HQ IT teams with network configuration.
• Installs and maintains software/hardware/networks at jobsites and offices.
• Determines, recommends, procures, and executes which products or services best fit the needs of the project teams, while maintaining IT standards and best practices.
• Works with service providers and trade partners to install and implement jobsite technologies.
• Implements and follows jobsite standardization practices.
• Responsible for scheduling and organizing visits to jobsites and offices.
• Primary support includes but is not limited to diagnosing & troubleshooting network connections, configurations and hardware.
• Coordinates and tracks IT project deadlines and tasks.
Standards
• Responsible for maintaining company security through established tools.
• Provides IT training during onboarding and provisions assets following established best practices.
• Provides relevant input for technical and process improvements to contribute and the overall effectiveness of IT and Network organization.
• Takes initiative to work with other cross-functional IT team members to improve the quality of service.
• Responsible for mobilization and demobilization of IT equipment at jobsites.
Support
• Secondary support, as needed, includes liaising with jobsite teams and assisting with troubleshooting and resolving any technology questions or software solution. Questions that cannot be resolved right away will have tickets submitted in ServiceNow.
• Ensures quality customer service by maintaining ownership of escalated issues until resolved, including communication and root cause analysis.
• Responsible for creating, tracking, and resolving incidents and tasks in ServiceNow.
• Follows ITIL processes for incident and problem management.
• Records, tracks, and audits equipment using the established asset management system (ServiceNow) and processes, including asset recovery at jobsites.
• Documents best practices and known fixes in ServiceNow knowledge base.
• Creates a positive support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Position Requirements
• Primary: Technically skilled in networking Cisco/Meraki (MX, Router, Switch, VPN), Networking Protocols (TCP/IP, DHCP).
• Secondary: Able to support video conferencing and scheduling hardware/software.
Skilled in Microsoft Office 365 and supporting diverse applications.
• Ability to learn on the fly.
• Ability to react quickly and efficiently to high pressure situations.
• Excellent organizational and interpersonal skills.
• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with other employees, customers, and suppliers.
• Work effectively as a team contributor on all assignments.
• Work independently while understanding the necessity for communicating and coordinating work
efforts with other employees and organizations.
Education
• AA degree in Computer Science or related field preferred, or equivalent related work experience.
• CompTIA A+ and Network+ preferred.
• CCNA or ECMS (Meraki) certifications a plus.
Experience
• 5+ years’ experience in Technical Support role.
• 2+ years’ experience in a Field Support role a plus.
• AEC industry experience a plus.
Work Conditions
• Flexibility to travel to jobsite 50% and work after hours or weekends, if needed.
• Candidate must be able to lift 50 lbs and handle occasional strenuous physical activity.
• Personal Protective Equipment (PPE) is provided. Must provide your own steel toe work boots.
The projected hourly range for this position is $40 to $45.
On-Demand Group (ODG) provides employee benefits which includes healthcare, dental, and vision insurance. ODG is an equal opportunity employer that does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by law.