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Field Engineer 2
Ref No.: 17-06460
Location: Billerica, Massachusetts
Start Date: 10/24/2017
***This job req is subject to overtime discounts (0.95x exempt; 1.35x non-exempt) and a 10% discount after six months of service***

Location: Billerica, MA
Role: FE 2
Position Total: 1 positions (possible contract to hire)
End Client: Client

****IMPORTANT*****
Do not contact candidates that are actively with Client and/or Client for this role.

Minimum Wage to Contractor: 25.90

Manager Notes:

We need to have some leadership skills like team leader, tech lead, something like that. Make sure this is noted within the resume.
Also let's be sure we are not getting people that primarily are doing refresh. This is a dedicated tech position on a customer site manning a level 3 response unit that does serious break /fix, IMAC and general problem resolution. They need Service Now experience and need to be strong in managing their assigned ticket load. This is an SLA driven project so all tickets have to have user contact within 4 hours and resolution in 8 hours unless the ticket is waiting for other resolver group or user responses.

This position has the potential to become the site lead at some point in the future so a very strong diagnostic skill set is a huge asset. I also will need excellent soft skills- needs to instill confidence with the user that the work will get done efficiently and correctly. Need to be sure we have excellent writing skills and excellent spoken English skills

This position will not lead to lead tech position but will be customer facing with need for strong people skills as manning a Tech Cafe´ Kiosk will be part of the duties performed.

Job Duties:

· Responsible for on-site installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems.
· Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.
· Takes responsibility for potential or desired follow-up services (Sales/Systems Engineering) or problem escalation.
· Fully qualified field engineer. High degree of troubleshooting skill required.
· Should possess leadership skills such as being able to organize work and oversee tasks performed by others.
· Need clear understanding of how to manage a ticket queue in an SLA driven environment.
· Must have excellent customer relationship skills.
· Level 3 break/fix expertise required.
· Courteous, outgoing, friendly personality that evokes confidence.

Required Skills:

1. English, Experienced
2. Deskside Support Services Delivery & Support, Experienced
3. CompTIA A+, Required
4. Service Now Experience preferred
5. Excellent communication skills, both written and spoken in English