Tier 1 Field Services Engineer

Company Overview

WEBIT Services, an employee-owned Managed Services Provider (MSP) based in Chicago, is looking for a dedicated and skilled Tier 1 Field Services Engineer to join our growing team. As a member of our employee-owner community, you’ll play a critical role in delivering exceptional on-site and remote technical support to our clients. The Tier 1 Field Services Engineer will troubleshoot and resolve technical issues, set up and configure workstations, and help ensure our clients experience seamless and reliable IT services, all while upholding our commitment to outstanding customer satisfaction.

Position Overview

As a Tier 1 Field Services Engineer, you will serve as the first point of contact for clients, addressing basic troubleshooting, system maintenance, and service requests. This role is perfect for individuals with a solid foundational knowledge of IT systems who are eager to expand their skills in a dynamic, client-focused environment. You’ll gain valuable hands-on experience while working directly with clients to ensure their IT needs are met efficiently and professionally.

Responsibilities

• Onsite and Remote Technical Support: Deliver Tier 1 support by diagnosing and resolving technical issues for client systems both remotely and on-site, including desktops, laptops, networks, and peripherals.
• Workstation Deployment: Build, configure, and deliver workstations and devices to clients, ensuring smooth setup and integration into their environments.
• Incident Management: Accurately document, track, and resolve support tickets promptly, ensuring all work is properly logged in the company’s ticketing system.
• Hardware and Software Troubleshooting: Identify and repair hardware issues (e.g., PCs, printers, network devices), software malfunctions, and basic network problems, minimizing downtime for clients.
• System Maintenance: Perform regular maintenance tasks, including software updates, patch management, and configuration changes, to keep client systems running efficiently.
• Service Installations: Support the setup and installation of hardware, new devices, and other IT-related services during onsite visits.
• Collaboration and Escalation: Collaborate with higher-tier support engineers to escalate complex technical issues that require more advanced troubleshooting.
• Compliance and Security: Adhere to internal policies and industry standards to maintain data security and confidentiality when working with client systems and sensitive information. 

Requirements

Experience/Education:

• High school diploma or equivalent; Associate’s degree or IT certifications (e.g., CompTIA A+, Network+) preferred.
• 1-2 years of experience in a technical support role, ideally within an MSP or similar IT services company.
• Technical Skills:
• Basic knowledge of Windows operating systems, Active Directory, and networking fundamentals.
• Familiarity with common software applications (e.g., Microsoft Office, antivirus programs).
• Understanding of hardware components, troubleshooting tools, and IT ticketing systems.
• Communication Skills: Ability to communicate technical information clearly and effectively to non-technical clients.
• Problem-Solving: Strong diagnostic and problem-solving skills with a proactive approach to technical issues.
• Customer Service: A client-first mentality with strong interpersonal and communication skills.

Working Conditions

• Willingness to travel to client locations for on-site support.
• Ability to lift and move hardware, including PCs, servers, and other IT equipment, up to 50 lbs.
• Flexible hours may be required for scheduled maintenance, client emergencies, or project deadlines.

Benefits

Benefits:

• Company-paid Day-1 Health Insurance for employee
• Company-paid AD&D Insurance
• Company-paid LTD & STD Insurance
• Unlimited PTO
• Employee Assistance Program
• Dental Insurance
• Vision Insurance
• 401k
• Life Insurance

Additional Information:

• Position Type: Full time, salaried
• Salary Range: $55,000-70,000/yr.
• Unlimited PTO Eligibility: After 90 days
• Employee Ownership Eligible after 1 year of service