WEBIT Services

The Tier 3 Field Services Engineer is responsible for delivering expert-level IT support and overseeing the configuration, deployment, and maintenance of IT systems for clients. This role involves deep client interaction, proactive problem-solving, and ensuring infrastructure is up-to-date and operating efficiently. | Candidates should have a Bachelor’s degree in Computer Science, Information Technology, or a related field, or 3+ years of experience in a Tier 3 support role. Extensive technical expertise in various IT systems and relevant certifications are preferred. | Company Overview WEBIT Services, a leading Managed Services Provider based in Chicago, is searching for a dedicated and highly skilled Tier 3 Field Services Engineer to join our team of Employee Owners. As a critical part of the Field Team, you will provide advanced technical support, troubleshooting, and onsite expertise to ensure the seamless operation of client infrastructure. Position Overview The Tier 3 Field Services Engineer is responsible for delivering expert-level IT support, overseeing the configuration, deployment, and maintenance of IT systems for our clients. This role involves deep client interaction, proactive problem-solving, and ensuring infrastructure is up-to-date and operating efficiently. You will be a Subject Matter Expert (SME) and a trusted resource, offering proactive recommendations and technical solutions to enhance clients’ IT environments. Core Responsibilities Advanced Technical Support: Resolve escalated and complex technical issues across hardware, software, and network systems. Collaborate with support teams to provide seamless resolutions and reduce client downtime. Troubleshooting: Diagnose and resolve intricate technical issues by analyzing logs, performance data, and system metrics. Work proactively to prevent future incidents by identifying potential risks and implementing preventive solutions. Configuration, Deployment, and Maintenance Perform onsite configuration and deployment of workstations, servers, and networking equipment following industry best practices. Conduct regular maintenance checks as per the weekly and monthly checklists, ensuring systems operate at peak performance. Record findings and maintenance activities to provide clients and internal teams with up-to-date reports. Client Consultation: Engage with clients to understand their business needs and technical challenges, offering tailored solutions to optimize their IT environments. Communicate technical concepts clearly to non-technical stakeholders, ensuring client satisfaction with all service engagements. Documentation and Handover: Maintain accurate and comprehensive documentation for configurations, deployments, and troubleshooting procedures. Ensure documentation is available for internal teams and clients through PSA. Collaboration and Knowledge Sharing: Work closely with the vCIO, Project Managers, and Solutions Engineers to ensure all IT initiatives align with client strategies. Train junior engineers and share best practices to improve the team’s capabilities. Issue Escalation and Proactive Management: Identify, document, and escalate unresolved technical issues using structured escalation procedures. Implement changes via the change management process in PSA, following defined approval workflows. Education/Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field, OR 3+ years of experience in a Tier 3 support or similar role. Technical Expertise: Extensive knowledge of Microsoft AD, O365, Azure/InTune, virtualization technologies, firewalls, and networking. Hands-on experience with server and storage virtualization, VPN, VLANs, DNS, and DHCP. Ability to implement, configure, and troubleshoot wireless networks. Certifications: Relevant certifications such as CCNA, CompTIA Network+, VMware VCP, or MCP are preferred. Soft Skills: Strong problem-solving capabilities and the ability to work effectively under pressure. Excellent communication and interpersonal skills with a customer-focused approach. Benefits: Company-paid Day-1 Health Insurance for employee Company-paid AD&D Insurance Company-paid LTD & STD Insurance Unlimited PTO Employee Assistance Program Dental Insurance Vision Insurance 401k Life Insurance Additional Information: Position Type: Full time, salaried Salary Range: $80,000-120,000 Unlimited PTO Eligibility: After 90 days Employee Ownership Eligible after 1 year of service

As a Tier 3 Service Desk Engineer, you will resolve complex technical issues and provide expert guidance. You will also mentor junior staff and participate in project work. | Candidates should have at least 2 years of experience in a Tier 3 or senior support role. Relevant certifications and strong technical skills in server administration, networking, and security are highly desirable. | Job Summary: As a Tier 3 Service Desk Engineer, you will serve as the highest level of technical support within our service desk team. You will handle complex technical issues, provide expert guidance, and collaborate with other IT professionals to ensure the delivery of superior IT services. Your role will involve troubleshooting advanced issues, mentoring junior staff, and participating in project work. Key Responsibilities: Advanced Technical Support: Resolve complex technical issues escalated from Tier 1 and Tier 2 support, ensuring timely and effective resolution, including but not limited to: Virtualization: VMware & HyperV Backup systems and Storage Network and Security (Firewall Systems, Router and Switches etc.) Active Directory and O365 Administration System Administration: Perform advanced system administration tasks, including server management, network configuration, and security implementations on Windows Servers 2008-2022 (AD, AZURE AD, DNS, DHCP, Online Exchange/ 0365) Project Participation: Collaborate with project teams to design, implement, and manage IT projects for clients. Mentorship and Training: Provide guidance and training to Tier 1 and Tier 2 support staff, fostering a culture of continuous learning and improvement. Client Interaction: Communicate effectively with clients to understand their technical needs, provide updates, and ensure satisfaction with services rendered. Documentation: Maintain detailed and accurate documentation of technical solutions, procedures, and client interactions. Proactive Maintenance: Conduct regular system audits, performance tuning, and preventive maintenance to ensure optimal system performance and reliability. Incident Management: Lead the response to major incidents, including identification, resolution, and post-incident review to prevent recurrence. Security: Implement and manage security measures to protect client data and systems from threats and vulnerabilities. Qualifications: · Experience in a technical support role, with at least 2 years in a Tier 3 or senior support capacity. · Certifications: Relevant industry certifications such as MCSE, CCNA, ITIL, or similar are highly desirable. · Technical Skills: Proficient in Windows and Linux server administration, networking (LAN/WAN), virtualization (VMware, Hyper-V), cloud services (AWS, Azure), and security best practices. · Problem-Solving: Strong analytical and problem-solving skills with the ability to handle complex technical issues independently. · Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders. · Customer Service: Strong commitment to providing exceptional customer service and maintaining client relationships. · Team Player: Ability to work collaboratively within a team environment and share knowledge effectively. Experience in a technical support role, with at least 2 years in a Tier 3 or senior support capacity. Certifications: Relevant industry certifications such as MCSE, CCNA, ITIL, or similar are highly desirable. Technical Skills: Proficient in Windows and Linux server administration, networking (LAN/WAN), virtualization (VMware, Hyper-V), cloud services (AWS, Azure), and security best practices. Problem-Solving: Strong analytical and problem-solving skills with the ability to handle complex technical issues independently. Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders. Customer Service: Strong commitment to providing exceptional customer service and maintaining client relationships. Team Player: Ability to work collaboratively within a team environment and share knowledge effectively. Benefits: Company-paid Day-1 Health Insurance for employee Company-paid AD&D Insurance Company-paid LTD & STD Insurance Unlimited PTO Employee Assistance Program Dental Insurance Vision Insurance 401k Life Insurance Additional Information: Position Type: Full time, salaried Salary Range: $85,000 - $120,000/yr Unlimited PTO Eligibility: After 90 days Employee Ownership Eligible after 1 year of service