Field Support Engineer (50% Local / 50% National Travel)

Company Overview

This position will require 50% travel to clients in Atlanta, GA for break/fix tickets and 50% Nationwide travel to assist primarily in project implementations.

Helion Technologies is one of the nation’s fastest growing and largest IT Managed Service Providers. With a focus on servicing the automotive and heavy trucking dealership industry, we have grown into THE industry expert. With a remote support staff of over 100 technicians, we support our client portfolio of 30,000 end users in over 30 states.  

 All Helion employees are eligible to take part in our comprehensive benefits package that includes certification training materials, exam reimbursement, 100% company paid Medical premiums at the individual level, company funded HRA, Dental and Vision Insurance, PTO, Paid Holidays, paid Maternity/Paternity Leave, 401k match, company paid LTD AND Life, supplemental life insurance, short term disability and much more! 

Visit Helion.jobs to learn more today!

Position Overview and Qualifications

The Field Support Engineer is responsible for going to on-site, at multiple locations, and working with the end users to resolve tickets that have been escalated from the Service Desk. This is a very well-rounded individual technically as they will handle break/fix tickets and project related tasks, while being able to provide exceptional customer service. A true road warrior, this role requires 100% travel to client sites, and occasional overnight travel, you will be able to interact with multiple clients on a daily basis, see the positive impact of your troubleshooting, and move on to the next task.

Additional Responsibilities:

• Monitors ticket queue in Auto Task for escalated tickets from the service desk regarding issues that could not be fixed remotely.
  • Creates tickets for walk-up issues while on-site.
• Deploys and troubleshoot issues with networking equipment (switches, routers, data drops, wireless access points and other hardware).
• Collaborates with vendors to resolve software and hardware issues.
• Performs site surveys for wireless coverage, drop locations, building moves/expansions, and project preparation.
• Participates in network technology upgrade or expansion projects, including installation of hardware and software and integration testing.
• Collaborates with additional Helion departments when necessary.
• Inspects and maintains vehicle, such as gas, oil, fluids, tires, lights and brakes to ensure vehicles kept in proper working and safe condition.
  • Loads and unload automobiles of equipment, PC’s and other hardware.
  • Reports mechanical issues to management.
  • Tracks, documents & submits expense sheet with receipts each month to Manger.

Skills & Qualifications

• Microsoft Windows Operating Systems
  • Deploy, wipe, and reimage PC OS
  • Deploy and troubleshoot Cisco Jabber, Microsoft Teams, Microsoft Office Products
  • Manage and maintain settings
  • Deploy and troubleshoot Dell, HP, Kyocera and other printers
  • Troubleshoot 3^rd party MFD’s
  • Manage 3^rd party applications including installing, configuring, and troubleshooting
• Email
  • Installation, configuration, and support of Microsoft Exchange 2007-2016
  • Migration, configuration and support of Office 365
• Server Room
  • Deploy, configure, test and troubleshoot Dell PowerEdge, NAS devices
  • Deploy, configure, test, and troubleshoot Cisco Catalyst, Cisco Router, Cisco ASA, Cisco Aironet, Meraki MS, Meraki MR, Meraki MX
  • Install APC Smart-UPS, 4-post racks, Cage nuts, Bolts, Cabling, Shelving, Mounting kits, Blanking panels, Patch panels
  • Understanding of how and why to use Toner, Analog butt set and Punch tools
  • Ability to punch down cabling for telecom and networking drop
• VoIP Networking
  • Deploy, configure and troubleshoot Cisco VoIP phones, Cisco Voice Gateways, Cisco ATA’s, Bogen Universal Telephone Systems

Certification, Education and Work Experience Requirements:

• CCNA
• Microsoft 365 Certified: Modern Desktop Administrator Associate
  • MD-100 (Windows 10 exam) and MD-101(Managing Modern Desktops exam)
• MS-101 (Microsoft 365 Mobility and Security exam)
• Must have personal vehicle to travel to client locations in Atlanta, GA and surrounding area
• Must download the MileIQ app