NWA Field Engineer

JOB SUMMARY:

We are currently looking for a Field Engineer to join our team in North Little Rock, AR location. The successful candidate is a disciplined, self-motivated IT generalist who enjoys working with people as much as they enjoy working with technology, servers, and applications. The position requires being mobile and meeting our business partners onsite to provide technical resolution and expertise at the client’s business location.

ARE YOU LOOKING FOR A CAREER UPGRADE?

HERE’S WHY WE THINK YOU’LL LOVE IT HERE.

• Grow your career with hands-on learning, paid certification training, career roadmaps and access to a team of experts in the field.
• You’ll love who you work with. At Edafio, your intelligent and passionate colleagues are more than just coworkers — they’re friends.
• As one of Arkansas’s Best Places to Work for five years running, we’re serious about fostering a culture of transparency and helpfulness.

Important characteristics of a successful candidate include:

• A willingness to prospect new territories and relentlessly seek new business
• A prospecting rigor that starts with action rather than reaction
• A willingness to cold call, even when there is a strong pipeline
• A mindset that new business selling is about consistency, not perfection
• An approach that places the Client’s needs first

REQUIRED SKILLS:

• Ability to interact with varying levels of associates (CEO down), translating technical jargon to a consumable message where the client understands the business impact.
• Detailed-oriented and must follow through on tasks and deliverables.
• Good communication skills, comfortable engaging with various levels of leadership
• Good documentation skills
• Strong time management skills
• Knowledge in all supported Microsoft Desktop Operating Systems, Windows 7-11.
• Knowledge in all supported Microsoft Server Operating Systems 2008-2021.
• Strong oral and written communication skills.
• Ability to switch tasks frequently.

Required and/or preferred education:

• High School diploma or GED equivalent is required
• Associate degree or higher with a focus in Computer Science-related field is preferred

Preferred industry-related certifications:

• CompTIA Certifications such as Network+, Server+, or Security+ are helpful

RESPONSIBILITIES

• Responsible for onsite rounding at the client’s location(s) and responsible for technical support for desktops using Microsoft Windows or MacOS
• Provide first-level onsite systems support for various Microsoft products, third-party software, and cloud applications.
• Provide hands-on system and network support serving as an onsite resource assisting with performance or outages when needed.
• Onsite tier 1 technical support at the network level: WAN and LAN connectivity, firewalls, and security.
• Assist clients with remote access solution implementation and support, including VPNs and Remote Desktop Services.
• Provide recurring on-site maintenance and end-user support.
• Manage multiple issues concurrently with successful results.
• Effectively track status and time in the ticketing system.
• Update technical documentation as needed.
• Troubleshoot and manage escalations from the help desk, project team, and managed services group.
• Regular communication with clients, keeping them informed of incident progress, upcoming changes or agreed outages.
• Taking support calls live for immediate triage.
• Relay client observations to Client Relationship Managers and Technical Account Managers regarding opportunities to increase efficiencies for the client. 

PREFERRED EXPERTISE AND SKILLS

• Experience with ConnectWise and Kaseya a significant advantage.
• Mac/iOS Experience is desirable but not required.

Travel:

• 80% – 100%, local travel within Arkansas

BENEFITS

• 401K Plan 
• Benefits Cafeteria Plan  
•  Flexible PTO plan (plan guidelines pending final approval)  
•  Insurance (the active first month following the hire date):  
  • Medical 
  • Dental 
  • Vision
  • Flexible Spending Accounts (Health and Dependent Care)  
  • Life
  • Short/Long Term Disability 
• Parental Leave Policy  
• Mentorship Program  
• Associate Focus Plan  
• Hybrid workplace  
• Professional Development and Certification courses  
•  Team-inclusive events such as cycling group, game night, and other events