Job Details
Sparks Group has partnered with an IT Services and Consulting firm to find a 6 month Contract to Hire Field Engineer for their clients in the DMV area. The organization was founded as a cyber security firm with expertise in Intrusion Detection/Prevention systems and experience in building the most secure networks in the DC Metro area.
Location: Chantilly, VA (2 to 3 days at HQ or client site DC, VA, or MD)
Job Description:
- Provide timely and accurate technical support to users, resolving software, hardware, and network issues
- Utilize support and automation tools efficiently to troubleshoot and resolve issues, guiding users through troubleshooting steps
- Offer onsite support to customers in the DC-MD-VA region, scheduling and executing appointments as needed
- Diagnose reported issues, ensuring adherence to SLAs and maintaining customer satisfaction by coordinating with vendor resources
- Maintain detailed records of interactions and technical issues and create knowledgebase articles for streamlined issue resolution
- Cultivate professional relationships with clients, regularly communicating to identify and resolve technical and non-technical issues
- Deliver basic training to users to enhance their technological efficiency and productivity
- Provide exemplary customer service with a professional and polite demeanor
- Act as a Subject Matter Expert (SME) and proactively monitor systems, networks, and server performance to address potential issues
- Adhere to IT policies, procedures, and security protocols to ensure data protection and compliance
Qualifications:
- Proven experience in IT support and troubleshooting for operating and networking systems
- Strong problem-solving skills and logical troubleshooting approach
- Experience with Intune, Entra-ID, email migrations, AD, GPO, and basic networking
- Familiarity with RMM, MDM, and ticketing systems preferred
- Great communication skills, with the ability to convey technical concepts to non-technical users
- Customer-focused attitude with a desire to assist users professionally
- Ability to thrive in a fast-paced environment, prioritize tasks, and meet deadlines
- Willingness to learn and adapt to new technologies and processes