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A Day In The Life As Tier 2 Field Technician/Engineer

As a Field Technician at WEBIT, you start each day ready to serve your customers infrastructure, support and project needs. You see every interaction as an opportunity to work as a team with your fellow technicians to make our customers feel valued by using your gift for troubleshooting, documentation and task management. Additionally, you will help create SOW's, Project Proposals and Change Orders as necessary to maximize the value of the engagement between WEBIT and our valued clients.

You are the master of details! No task, no matter how small, gets by you without being checked, verified and recorded in the right place. Your colleagues and clients alike depend on you for accurate and timely information. While using your excellent customer service skills to assist our clients, you find that each day you are doing exactly what you love and were made to do!

Primary functions include:

• Help ensure client IT environments are running smooth, secure, and efficient.
• Work with our clients to help make them 'raving fans' of WEBIT.
• Be the primary on-site technical contact for assigned clients.
• Ensure the most important tickets and project tasks of the day are completed from the client or end user's perspective.
• Create/manage/update service tickets within our ticketing system (Autotask).
• Collaborate with other Engineers and technical advisors (vCIO's) to design the most appropriate solution(s) for a customer's business need.
• Assist with the creation of project plans.
• Deploy end user devices and peripherals at client sites.
• Provide "day-after" support to the client after major project migrations and implementations.

Essential duties and responsibilities:

• Help ensure client environments are following best practices.
• Infrastructure remediation as necessary.
• Installation, configuration and testing or workstations, servers and peripherals.
• Creation and maintenance of client documentation.

Requirements

REQUIRED:

• Previous experience in a Managed IT Services or IT consulting environment
• Theoretical and Practical Understanding of TCP/IP
• Working knowledge of Office 365, Active Directory, Basic Networking, and supported Windows OS's.
• 1-2 years of customer service experience in a business-to-business environment
• Strong organizational and communication skills
• Proficient and fluent in English
• Microsoft Windows & Microsoft Office knowledge and troubleshooting
• Microsoft Windows Server Experience (current and supported versions)
• O365 or Exchange Server Experience (current and supported versions)
• Experience with Firewall & Router Appliances (Sophos preferred but not required)
• Experience with VPN's

DESIRED/PREFERENCE GIVEN:

• CompTIA A+, Net+ or Security+ also a plus; Microsoft Certified Desktop Support Technician desirable
• VMware & Hyper-V (current and supported versions)
• Windows Remote Desktop Server
• Lenovo, HP, Dell, IBM, Server Hardware Experience
• Familiarity with SAN technologies.
• Business Continuity and Disaster Recovery Backup Solutions (Veeam, Datto BCDR).
• Enterprise Antivirus Solutions (EDR).

Candidate Attributes:

• At least 3 years of hands-on experience that includes prior progressive technical experience.
• Professional and polished when client-facing.
• Ability to build strong relationships internally and externally.
• High confidence and ability to achieve exceptional results.
• Strong ability to align actions with organizational vision and core values.
• Proficient Project Management skills.
• Superior communication skills.
• Strong documentation skills.
• A strategic thinker.
• Team first - client-first mentality

Experience:

• Ticketing System experience: Autotask PSA/Connectwise preferred
• RMM Tool Experience: Datto RMM (Centrastage), SolarWinds, Labtech, etc.

Benefits

About WEBIT Services

Based in Naperville, IL, we are a Managed IT Services Provider with a Team First mindset. Our uniqueness is rooted in our philosophy that you don't have to be big to be a great organization.

There are many things that separate WEBIT from other organizations, but perhaps the most important is our commitment to transparency and our ethical commitment to Integrity. We practice Open Book Management which is the teaching of financial literacy and sharing of all our financials with the team. We do this because we are all in it together, as a Team, and everyone plays a part in the success we enjoy together in a growing, employee-owned organization.

Benefits:

• Company-paid Day-1 Health Insurance
• Company-paid AD&D Insurance
• Company-paid LTD & STD Insurance
• Quarterly Company Bonus Program
• Unlimited PTO
• Annual Vacation Bonus
• Employee-Ownership
• Educational Assistance & Professional Development
• Employee Assistance Program
• Dental Insurance
• Vision Insurance
• 401k
• Life Insurance
• Travel Reimbursement
• Outstanding culture of teamwork and camaraderie
• and more...

Additional Information:

• Position Type: Full time, salaried
• Salary Range: $55,000 - $75,000/yr
• Unlimited PTO Eligibility: After 90 days
• Employee Ownership Eligibility: After 1 year of service