IT Field Engineer (Silicon Valley) 

This is an on-site position responsible for providing superior customer service and quality technical support for internal employees as well as external collaborative business partners. The ITFE will work as part of a team to support employees in the Silicon Valley area including local subsidiaries. 

Responsibilities 

• Interacts in-person, via telephone, email, IM, and web interface to assist users. 

• Analyzes, prioritizes, troubleshoots, and resolves technical issues, including employee laptops and mobility devices in a timely fashion in accordance with SLAs and OLAs. 

• Support includes diagnosing and troubleshooting the company’s technology, including workstations, mobile devices, few on-prem application servers, cloud applications, local and network devices. 

• Remotely supports and installs software for all local employees regardless of employee location. 

• Responsible for creation, tracking, and resolving incidents and tasks in SolarWinds/Samanage. 

• Configures laptops for new hires and replaces laptops as part of the lifecycle process. 

• Records, tracks, and audits equipment using the established asset management system (Samanage) and processes, including asset recovery. 

• Responsible for maintaining company security through established tools. 

• Involved in company-wide IT projects providing input and deliverables in all phases. 

• Follows ITIL processes for incident and problem management. 

• 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 the DPR IT organization. 

• Takes initiative to work with other cross functional IT team members to improve the quality of service. 

• Remains current on technology, especially mobility solutions for business needs. 

• Determines, recommends, procures, and executes which products or services best fit the requesters needs, within DPR standards. 

• Ensures quality customer service by maintaining ownership of issues until resolved, including communication and root cause analysis. 

• 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. 

• Flexibility to occasionally work after hours or weekends, if needed. 

• Troubleshoot various technical issues from level 1 to level 2.  

• Coordinate and track IT project deadlines and tasks. 

Position Requirements 

Skills 

• Excellent organizational and interpersonal skills. 

• Fundamental understanding of basic networking protocols (TCP/IP, DHCP) 

• Able to support video conferencing and scheduling hardware/software 

• Experience supporting Dell/Lenovo/Microsoft workstations and peripherals 

• Able to support Mobile devices (iOS/Android) 

• Skilled in Microsoft Office 365 and supporting diverse applications 

• Ability to react quickly and efficiently to high pressure situations 

• Expert in troubleshooting and root cause analysis 

• Team player, accepts & seeks feedback 

• 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 

• Experience with Meraki a plus 

• Experience with Microsoft Teams a plus 

• Experience with Poly VC / VOIP a plus 

• Experience with Microsoft Intune a plus 

• Experience with Autopilot a plus. 

• Experience with low voltage. 

Education 

• AA degree in Computer Science or related field preferred, or equivalent related work experience 

• ITIL Foundation certification preferred 

• CompTIA A+ and Network+ preferred 

• ECMS (Meraki) a plus 

Experience 

• 4+ years' experience in Technical Support role 

• AEC industry experience a plus 

Work Conditions 

• On-site position. No remote or hybrid option. 

• Primarily based in Silicon Valley office. 

• This position is hourly. Overtime by approval only. 

• 40 hours a week 

• Ability to lift 50 lbs.