Tier 1 Technical Field Engineer

Alternative Systems is a growing MSP (Managed Service Provider) whose main goal is to provide the best possible IT experience for clients in Healthcare and other industries. We are looking for a full-time entry level field engineer to join our team. The Technical Field Engineer will provide technical service and customer support during field visits or dispatches to client locations. They will manage on-site installation, maintenance, diagnosing technical problems and determining proper solutions and other tasks.

This is a position made up of entry level computer tasks, providing customer service to clients and creating documentation. Experience in the IT sector is preferred, but our Core Values are also just as important. These core values include: Do the Right Thing, Think Team, Passionate Professional, Continuously Improve, Never Give Up. We believe in hiring the right team members for LONG TERM employment.

This position is on-site in our Bowie, MD office.

Responsibilities and Duties include:

  • Receive and respond to support tickets from end-users
  • Remote and On-site troubleshooting core computer network components including Desktops, Active Directory, Windows Servers, firewalls, backup systems, anti-virus, and email.
  • Document processes
  • Comprehend customer requirements and make appropriate recommendations based on best practices
  • Install, configure, and setup Mac & PC software and operating systems
  • Conduct and complete hardware repairs to laptop and desktops

Required Qualifications:

  • Excellent customer service skills and demonstrates good written, verbal, and phone communication skills.
  • Works well in a team-oriented environment
  • Strong knowledge of computer hardware and how to diagnose hardware problems including desktop, laptop and printers.
  • Firm understanding of both Mac and Windows operating systems and how to install and upgrade them.
  • Demonstrates an aptitude and capability to learn basic computer networking skills.
  • Ability to work independently and manage priorities and tasks.
  • Demonstrates basic application skills – knows Microsoft Office applications (Word, Excel, Outlook, etc.) and can perform all basic functions with these applications.
  • Familiarity with Microsoft 365 and Google Workspace Apps. Ability to create and manage mailboxes and configure mail clients for each platform on different type of devices.
  • Follow all company’s filed procedures and protocols
  • Must have own vehicle and valid driver’s license
  • Ability to successfully pass a background check and drug test.
  • High School Diploma or GED
  • Ability to lift 50 lbs

Preferred Qualifications:

  • Previous employment at a Managed Service Provider (MSP).
  • Documentation of ticketing, following processes and procedures in an organized fashion.
  • Previous experience with help desk ticketing systems like AutoTask, Connectwise or Kaseya.
  • Experience using Remote Control Tools (Connectwise Control, Datto RMM, LogMeIn, Teamviewer, Splashtop)

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