Technical Field Engineer

Wanted: A Techno-Ninja with Face-to-Face Dexterity(Also known as a Technical Field Engineer Resident)
EMBARK ON YOUR JOURNEY

We invite you to join Entara and start your journey with us as a Technical Field Engineer Resident.

Our Technical Field Engineer Resident plugs into our Managed Services team. This team is the lifeblood of our organization and plays an integral role in the daily IT operations for a variety of different business landscapes 24x7x365. They are a team that remediates fires, jumps through technical hoops, and identifies opportunities for advancement. The issues our engineers solve day in and day out, enable our clients to work and operate in tip-top shape, knowing that we have their back when it all goes up in flames.

Our Technical Field Engineer Resident provides a unique “boots on the ground” presence for our Chicago-land based clientele. We’re looking for an IT professional who is ready to rock on-site, providing top-tier, desk-side assistance for clients who require a hands-on touch. On days when you’re not scheduled onsite with a client, you may report to our Chicago loop headquarters and take the lead on workstation builds, inventory, shipping, managing, refining, and building images for ease of duplication and scalability. When no onsite needs are requested, you’ll work remotely alongside our Reactive Engineer Residents.

As a resident, you’ll be responsible for solving a wide variety of systems, workstation, and end-user focused issues for Entara’s remotely managed clients. Engineer Residents operate as key team members on their immediate Reactive Services team, working with engineers of different levels both to challenge and support them in their ability to find the solve and get our clients back to work.

We are looking for an IT professional ready to hit the phones, work that ticket, and who has built up self-discipline, communication, and problem-solving strengths to be successful in this hybrid, mixed desktop, and client-facing position. Are you the people-facing, techo-ninja we’ve been searching for?

WHAT YOU’LL BE DOING

(Otherwise known as the fine print, the list of job tasks and responsibilities.)

Our Technical Field Engineer Resident is primarily responsible for providing onsite first- and second-tier support fulfilling both pre-scheduled and ad-hoc onsite requirements with Chicago-land based clientele. Onsite work will range from desktop & mobile support issues for executives to network and systems support issues and working alongside the client’s team as an integral project resource. This position will occasionally work from our Chicago-loop headquarters taking the lead on workstation builds, equipment shipping, and ownership of Entara’s and client’s imaging resources.  When no onsite needs are requested, this role will provide remote support to their Reactive team’s assigned clients. Remote issues encompass desktop support issues for all levels of end-users and network and systems support. Engineer Residents serve as the first point of contact for our client base and regularly employ the ability to translate technical issues into actionable next steps and gap-filling solutions. Within their Reactive team, Engineer Residents can escalate and tackle issues—gaining additional exposure to backend systems, server management, and support in a team-centric atmosphere. Our Technical Field Engineer Resident will report directly to a Reactive Services Team Lead as a resource with hybrid: onsite and remote flexibility.

Understand the Landscape

• • Understand current client SLAs, parameters, and delivery; keep your eyes open for opportunities to make an end-user’s life easier.
  • Familiarize yourself with client specific requirements, tools, and processes; be acutely aware of the environments you’re working within.
    • Maintain awareness of open vendor and client issues. Research historical performance (by user and by client), to ensure the solution applied isn’t just a band-aid solution. Identify and escalate problem tickets to employ solutions.
  • Follow Entara standards to ensure client systems are following best practices.
  • Review IT publications and online materials remaining up-to-date with current and emerging industry technologies.

Manage Builds & Imaging Resources

• • Execute workstation build tasks for Entara and Entara’s clients following established checklists and process documentation.
  • Ship completed builds, coordinate with recipient parties and Entara Procurement as needed.
  • Own imaging resources and imaging task completion: image computers, manage available images, and build new images.
  • Perform assigned user profile management tasks: Navigate Active Directory and Exchange performing password resets, move/add/change requests, adjust file permissions, and create distribution lists, as required for user onboarding, offboarding, and workstation builds.
  • Ensure all existing workstation builds and user onboarding/offboarding checklists are up-to-date, while consistently searching for areas of improvement from lessons learned.

Support Technology & Users

• • Improve customer service, perception, and satisfaction as a dedicated, remote and on-site Engineer Resident for assigned clients.

FOR ONSITE WORK 

• Become a trusted resource to onsite users, assisting desk-side.
• Show up prepared, with the necessary and proper tools in hand.
• Field onsite inquiries from client personnel, determine next steps and scope/priority of issue to ensure successful and timely completion.
• Create and document all tickets in ServiceNow.
• Proactively seek out issues to resolve when tasks aren’t pre-assigned.
• Maintain/update server room/environment photos.
• Perform basic Wi-Fi surveys to spot potential issues with coverage or performance.
• Assist fellow reactive engineers as a “remote hands” resource, coordinating and collaborating in onsite investigation and task completion for issues requiring onsite support.

FOR ALL SUPPORT WORK

• Work through a daily ServiceNow schedule established through the dispatch process. Be available to “answer the phones” when scheduled.
• Assist with the support of desktop systems & applications, occasionally diving into servers, databases, networks, and/or cloud-based systems depending on where you’d like to specialize.
• Investigate issues and perform end-user and systems troubleshooting in the following areas:
  • Microsoft related technologies: Exchange, O365, SharePoint, etc.
  • Managed email experience: webmail configuration, troubleshooting bounce-backs, SPAM, and transmission issues.
  • Remote access solutions: VPN, Remote Desktop and Citrix.
  • Complete new computer setups: image and deploy
  • Configure and troubleshoot network printers
  • Use and troubleshoot video-conferencing solutions
  • Perform basic network connectivity troubleshooting, wired and wireless
  • Provide mobile device support, including Apple, Android, and Windows devices
  • Fix virus/malware issues, respond to phishing alerts/flags
  • Configure basic backups and perform file restores
• Communicate with clients: inform them of Incident and Request progress, notify them of impending changes or agreed outages
• Provide input on current processes and documentation for Level 1 Support
• Update ServiceNow time entries, work notes, and expenses in real-time 
• Evolve & Escalate
  • Take ownership of assigned issues individually and as a part of a team
  • Understand when you need to escalate an issue to the next level by following our documented escalation process
  • Follow established procedures to capture required information and update documentation
  • Seek to advance your knowledge and apply learned insight to repeated tasks

WHO YOU ARE: REQUIRED SKILLS AND EXPERIENCE

• You’re a knowledge seeker. Regardless of method, you have obtained and exposed yourself to knowledge centers that have qualified you to understand technical fundamentals. You ideally have a degree in a relevant field or you’re actively working toward completion of one. CompTIA and Cisco certifications are a definite plus.

• You have a minimum of (2) two years’ experience as an outside support resource, or (3) three years experience in internal support. You enjoy an environment where you interact face-to-face role directly assisting users.

• Our ideal candidate possesses former service desk experience and comfort with the rhythm of phone-based, remote support and maintaining high-level client satisfaction in a ticket-based environment.

• You’re becoming a grease monkey in the IT environment. You have a firm understanding of desktop hardware, operating systems, and using hardware diagnostic tools to address operating systems issues. You also have a solid understanding of standard employee productivity suites— i.e. Microsoft Office/Outlook and mobile device configurations and support.

• You have a basic understanding of networking principles, including:
• Entry-level knowledge of Active Directory, with the ability to perform basic user-account administration tasks.
• A basic understanding of setting up equipment in a server rack, including cable management best practices.
• Entry-level understanding of office network setups (wired / wireless) and equipment required for best practices network performance
• Client-server networking, switching, and the Alphabet Soup of TCP/IP—DNS, WINS, DHCP, routing and internet.

• You've not only imaged computers, but you’ve mastered the ability to create and build new images that help you scale your efforts.

• You’re physically capable of lifting up to 40 pounds of equipment in the course of a standard workday, carrying hardware and workstations up or down flights of stairs to their designated locations.

• You know that consistent maintenance tasks are essential to smooth server operations.

• When the baby gets sick, you know what to do. You have corporate anti-virus software experience as well as experience removing viruses and spyware.

• You're career-driven and motivated to put in the time and effort to get the job done right, taking immense pride in your personal follow-through. At the same time, you grasp what to prioritize and how best to build in breaks for personal wellness.

• You’re available for a flexing, 9 hour shift (with standard breaks) generally performed between the hours of 7 am-7 pm CT Monday-Friday. Current shift expectations are 8:00 am - 5:00 pm CT Monday-Friday.

• While you begin your days as a remote resource, you remain available to travel onsite to Entara’s office or our client’s locations based in the Chicago loop or the surrounding Chicagoland area (on average up to a 30-mile radius, not to exceed a 50-mile radius). Onsite visits are primarily between the hours of 8:00 am – 5:00 pm CT in a Monday-Friday work week. You have reliable transportation (a personal car is preferable) or access to public transportation in order to travel to and from client locations and Entara’s headquarters. 

• You are ready to be an effective remote worker and have a dedicated, private space for a home office and already have in place a reliable, private internet connection with at least 50Mbps bandwidth. Public wifi and shared common spaces do not meet these standards. Entara will supply you with the other necessary tools and hardware to complete your tasks remotely.

• Per our client’s requirements regarding on-site visits, employees in this position will be required to provide adequate proof of vaccination for COVID-19 by an FDA-approved vaccine prior to starting work. All medical information will be kept confidential and we do accept requests for exemption on an individualized basis.

WHO YOU ARE: PERSONALITY-WISE

• Right Brain, Left Brain OS: You’re a little bit of a fanatic when it comes to correctly implementing known solutions, but you’ve got a streak of Potter-ish ingenuity when something weird comes along. You break problems down, using a logical process of elimination to solve them. But you pay attention to intuitive inspiration.

• Persnickety: You follow complex, detailed instructions for complex, detailed tasks. Again, you avoid even thinking, “That’s good enough.”

• Bilingual in English and Tech-speak. You understand what the problem is, even when the person calling is 404, technically speaking. While they’re talking, you’re thinking technologically, assessing and solving their issue, then translating the solution into English before communicating it to the end-user. In other words, you speak the mainstream language recognized by Muggles.

• Resilience of a rubber band: You don’t snap when stretched to your limits by panicked, frustrated and/or irate users who probably tried to solve the problem themselves before calling the Service Desk and are therefore operating on their last nerve. You have the temperament of a Zen monk on a Rocky Mountain high.

• Appetite for learning: You’re always reaching for the next apple on the knowledge tree, as well as the last piece of pizza in the box. Learning is its own reward—but it also helps when you have your eye on a job in the next tier. You like working in a managed-knowledge organization that promotes from within as you gain experience.

• Persistent, but not stubborn: You’ll be damned if you’re going to give up on a problem you know you can solve, but you recognize when it’s time to escalate to a higher tier. Next time, you’ll have the solution at hand.

• You play fair. You live by all those early childhood lessons about treating people with respect, keeping your commitments, listening to the views of others, resolving conflict through negotiation, communicating clearly, and contributing to a positive team effort. You place team success above your individual interests.  

WHO WE ARE

Founded in 2001, Entara is an eXtended Service Provider (XSP) focused on providing cutting edge technology and cyber security solutions to companies in regulated industries. With our roots in providing service to the electronic trading market, we are known for growing with the pace of technological change and the developing security needs of our clients. We are redefining ourselves - and our industry - and creating a new class of service providers, XSPs, because we recognize that MSPs and MSSPs are no longer what our clients need. Downward pressure from both regulators and insurance providers convinced us that it was time to integrate our IT and cyber security offerings and deliver strategic, future facing solutions for our clients.  

In order to build, maintain, and optimize these types of solutions, we need high-performing, highly-collaborative teammates who are excited to join in this journey with us. There are several reasons why employees love being a part of the Entara team. We’ve been recognized as one of Chicago’s Best and Brightest Companies to Work For since 2017. We are a remote-first workplace. We seek to build a team that’s brought together by more than just skills, but who embrace a personal-alignment to the values that precede the work we deliver: Empathy, Excellence, Execution, and Evolution. If this sounds like you, let’s connect and discover if we have the foundation to build something great together.  

WHAT YOU GET IN RETURN

As an employee at Entara, you will have a direct impact on our operations, our clients, and your fellow EntaraCorps members. Because of that impact, you get our respect and gratitude for the role you play in making Entara the best it can be. We consider mentoring and participating in the continual learning of others to be absolutely essential for both you and your co-workers.

To reflect our commitment to our employees, we offer unlimited PTO, remote-first work, 401k matching, paid parental leave, employee outings (virtual and in person), reimbursement for approved seminars, conferences, and certifications, and 100% employee premium coverage for medical, dental, life, and disability insurance….and that’s just the tip of the iceberg.

JOB TITLE

Technical Field Engineer Resident I-II

EMPLOYMENT TYPE

Salaried, FT

EXEMPTION STATUS

Exempt

COMPENSATION TYPE

Salaried

COMPENSATION RANGE

$65,000-$75,000