Tier 3 Field Services Engineer

Company Overview WEBIT Services, a leading Managed Services Provider based in Chicago, is searching for a dedicated and highly skilled Tier 3 Field Services Engineer to join our team of Employee Owners. As a critical part of the Field Team, you will provide advanced technical support, troubleshooting, and onsite expertise to ensure the seamless operation of client infrastructure. Position Overview The Tier 3 Field Services Engineer is responsible for delivering expert-level IT support, overseeing the configuration, deployment, and maintenance of IT systems for our clients. This role involves deep client interaction, proactive problem-solving, and ensuring infrastructure is up-to-date and operating efficiently. You will be a Subject Matter Expert (SME) and a trusted resource, offering proactive recommendations and technical solutions to enhance clients’ IT environments. Core Responsibilities Advanced Technical Support: Resolve escalated and complex technical issues across hardware, software, and network systems. Collaborate with support teams to provide seamless resolutions and reduce client downtime. Troubleshooting: Diagnose and resolve intricate technical issues by analyzing logs, performance data, and system metrics. Work proactively to prevent future incidents by identifying potential risks and implementing preventive solutions. Configuration, Deployment, and Maintenance Perform onsite configuration and deployment of workstations, servers, and networking equipment following industry best practices. Conduct regular maintenance checks as per the weekly and monthly checklists, ensuring systems operate at peak performance. Record findings and maintenance activities to provide clients and internal teams with up-to-date reports. Client Consultation: Engage with clients to understand their business needs and technical challenges, offering tailored solutions to optimize their IT environments. Communicate technical concepts clearly to non-technical stakeholders, ensuring client satisfaction with all service engagements. Documentation and Handover: Maintain accurate and comprehensive documentation for configurations, deployments, and troubleshooting procedures. Ensure documentation is available for internal teams and clients through PSA. Collaboration and Knowledge Sharing: Work closely with the vCIO, Project Managers, and Solutions Engineers to ensure all IT initiatives align with client strategies. Train junior engineers and share best practices to improve the team’s capabilities. Issue Escalation and Proactive Management: Identify, document, and escalate unresolved technical issues using structured escalation procedures. Implement changes via the change management process in PSA, following defined approval workflows. Education/Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field, OR 3+ years of experience in a Tier 3 support or similar role. Technical Expertise: Extensive knowledge of Microsoft AD, O365, Azure/InTune, virtualization technologies, firewalls, and networking. Hands-on experience with server and storage virtualization, VPN, VLANs, DNS, and DHCP. Ability to implement, configure, and troubleshoot wireless networks. Certifications: Relevant certifications such as CCNA, CompTIA Network+, VMware VCP, or MCP are preferred. Soft Skills: Strong problem-solving capabilities and the ability to work effectively under pressure. Excellent communication and interpersonal skills with a customer-focused approach. 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: $80,000-110,000 Unlimited PTO Eligibility: After 90 days Employee Ownership Eligible after 1 year of service