Job Description

Field Services Engineer  

The Field Services Engineer at  DeepNet is a key member on the service delivery team that provides scheduled and emergency onsite services. Field Service Engineers are the warm smile and handshake that let our clients know we’ve got their onsite needs handled properly. This role is expressly responsible for performing onsite and on-call services as needed including emergency onsite support requiring all levels of technical expertise , physical deployment of server/network/workstation systems, scheduled proactive or project work onsite, onsite support of Service Desk tickets, or coordination of remote hands for other remote teams, and work in our data center. The Field Services Engineer reports to the Field Services Manager.   

This is an excellent opportunity for a technician excited to transition to an engineering path on a dynamic technical team providing field operations. The description below is based on the need today and is subject to change

Field Services Engineer Objectives & Responsibilities:  

OBJECTIVE: Ensure world-class onsite client experience:   

• Represent the face of DeepNet in-person including clearly communicating client needs to leaders and other team members and working with members of other teams to provide onsite services that may require additional expertise or capabilities.  
• Provide on-call services on a rotating basis to support client needs outside of business hours.  
• Take ownership of onsite issues related to assigned tickets or other issues identified during onsite visits including proactively reviewing assigned tickets for accuracy of needs and clarifying with clients as needed and reviewing client ticket histories to determine continued client needs or issues.  
• Conduct troubleshooting for networks, servers and workstations by providing mastery, support and/or implementation across a broad set of technical systems and challenges:  
  • Understanding of systems architecture and vCIO capabilities.  
  • Environments based on the Microsoft technology stack, including Windows Server/Windows Desktop, Active Directory, DNS, DFS, Exchange, MS SQL, MS365, etc.  
  • Environments that may include Apple iOS/OSX devices or other non-Microsoft based systems.  
  • Mobile devices, printers, scanners, thin-clients, and phones.  
  • IT Security needs identification, scoping, implementation, and ongoing maintenance.  
  • Networking at WAN, LAN, and WLAN levels, including working with ISP’s, Firewalls, Routers, Managed and POE Switches, WAP’s, low voltage wiring, and racked equipment.  
  • Other technical project tasks as assigned.  
• Identify inventory needs to support clients so that they may be handled proactively.  
• Scope, create and execute onsite projects.  
• Create and continually update documentation throughout the entire support lifecycle of clients’ onsite needs.  
• Train other Field Service Engineers.  

All team members are expected to uphold DeepNet’s culture and values.  

Competencies for Success:  

Required Skills / Abilities:  

• 10Zig Pre-Deployment & Deployment: Engineer can manage 10zig firmware and apply settings templates through 10zig Managemement console. Engineer can follow documentation to setup new templates. Engineer successfully deploys 10zigs hardware and peripherals to user satisfaction including customized physical configuration, printing needs, tidy wiring, etc. 
• Basic Anti-Virus; MFA New User Best Practices; Basic InfoSec Administration: Engineer can perform BitDefender scans on desktops and servers and can safely quarantine and/or remove low level threats. Engineer can add new and existing users to existing InfoSec campaigns. 
• Basic circuit troubleshooting, ISP engagement; at ease with RMA initiation.  
• Basic Troubleshooting of Physical Phones  
• Basic Virtual Desktop Management : Using documented processes, engineer can power cycle VMs in at least 1 virtual platform (DaaS, vCloud , vCenter). Engineer is able to determine when documented desktop support processes aren't working due to lack of permissions or pre-requisite configuration.  
• Basic/Intermediate admin portal troubleshooting; 365 license management : Engineer can troubleshoot user login to portal and office applications. Engineer can identify and troubleshoot licensing issues. Engineer can manage Teams and team membership. Engineer can troubleshoot license levels and service enablement.  
• Comfortable with Desktop Troubleshooting & Software Management : Engineer is able to troubleshoot network to determine if computer is on the network and/or correct network configuration if it is not. Engineer is able to determine when documented desktop support processes aren't working due to lack of permissions or pre-requisite software/ configuration. Engineer is able to identify damaged or incompatible device hardware and can initiate RMA processes as required by vendors.  
• Drive Troubleshooting & Management : Identify problems with local physical storage in servers and desktops  
• Effective and concise verbal and written communication : Effective communication examples can be stated as active listening, giving and taking feedback, empathy, and respectfulness, responding to messages, having volume and clarity in messages, understanding non-verbal data, building friendliness and confidence, adapting your communication style to the audience, and so on.  
• Hosted PBX User Account Management : Engineer can  add and delete hosted PBX user accounts, configure user account settings including but not limited to voicemail settings.
• Intimate regional knowledge of the area serviced by the Field Services Team  
• Inventory Management : Receipt, entry into Inventory Management, physically tagging, and appropriate storage of all hardware received for deployment  
• Knowledge of Security Best Practices : Engineer understands how to safely send credentials via email (encryption) or phone. Engineer incorporates HIPAA and PCI considerations where applicable to client.  
• Mobile device management , configuration, and deployment: Assist clients in setting up cell phones  
• Network Device Deployment : Engineer can physically install Firewalls, Switches, Access Points, Routers and UPS Batteries into Infrastructure (server racks or other network storage facilities), complete aesthetically clean wired connections between devices, and test to confirm all network resources are available and performing as expected.  
• Professionalism and poise for leading client interactions : Showing compassion for others; demonstrating respect for others; demonstrating a calm, compassionate, and helpful demeanor toward those in need; being supportive  
• Proficient with Ticketing based PSA’s, RMM, calendaring, & scheduling  : Intermediate- Practical Application  

Preferred Skills / Abilities:  

• Operational mindset: ability to create efficient workflows and execute to deliver timely, accurate services  
• Systems and process mindset and understanding   
• Deep understanding of complex IT needs, including administration of IT Security, Networks, Servers, and Workstations  
• BS in Information Systems, Information Systems Security, or equivalent certifications a plus  

Growth Opportunities:  

This role supports a direct growth path to Field Services Engineer Tier 2, Field Services Coordinator and the Infrastructure team. T his role also supports a growth path to Service Desk Engineer Tier 1.

Physical Requirements:  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, you will be regularly required to:

• Communicate information and ideas so others will understand. Must be able to  exchange accurate information in these situations.  
• Constantly operate a computer and other office productivity machinery, such as a   calculator, copy machine, and computer printer.  
• Observe details at close range (within a few feet of the observer) 
• Frequently moves objects weighing up to 50 pounds across office for various needs.  
• Operate a personal vehicle with a valid Driver’s license and insurance  

If you require a reasonable accommodation in the employee selection process, please direct your inquiries to your interviewer.  

Benefits : DeepNet strives to foster a thriving workplace culture by providing benefits beyond base compensation. Not only do we offer a health/dental/vision plan, but we cover 75% of the base plan cost for employees; 50% for spouse / domestic partner and 25% for dependents as well! Some of the other benefits currently offered are:

• Unlimited Planned Vacation & Extended Leave

• Flexible Spending Account

• Health Savings Account contribution

• Life Insurance

• Retirement Plan

• Flexible Work Arrangements

• Health and Wellness Stipend

• Remote Stipend

EEO:

DeepNet is an equal opportunity employer, and we welcome applications from those who contribute to our diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, mental, or physical disability, age, sexual orientation, gender identity, national origin, familial status, veteran status, or genetic information. DeepNet is committed to providing access, equal opportunity, and reasonable accommodation for all individuals in employment practices, services, programs, and activities.

FCO:

Pursuant to the San Francisco Fair Chance Ordinance, DeepNet will consider for employment qualified applicants with arrest and conviction records.

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