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• Type: Full-Time
• Schedule: Monday Friday; Business Hours; 1 week per month on-call rotation
• Pay: Salaried; $90,000.00 - $105,000.00 per year
• Travel: 60% On-site at Customer location(s); 40% Work from Home
• Location: Candidate must be based in the Charlotte, NC area

Layer27 is seeking a Field Support Engineer to assist our expanding managed service customer base in Charlotte, NC. As a Field Support Engineer, you will collaborate with Layer27 staff and leadership, and the customer's user base to resolve technical issues and execute strategic projects. Layer27s primary objective is to ensure our clients' success by providing excellent support, effective communication, and promoting technical growth.

Requirements

• Troubleshoot and resolve end-user support issues that are associated in our ticketing system.
• Troubleshoot and resolve connectivity and performance issues with regards to applications hosted within the customers cloud environment.
• Engage with application support when applicable to resolve issues related to applications impacting business functions.
• Engage with end-users regarding how to use supported technical solutions/systems effectively in order to improve efficiency and productivity.
• Create and maintain documentation for processes, including troubleshooting procedures, configuration settings, and system architecture designs.
• Ensure desired customer policies regarding information security are actively implemented and being met on an ongoing basis.
• Function as lead for on-premises hardware deployments and rollouts.
• Deploy workstations and setting up user accounts in accordance with established standard operating procedures.
• Work closely with Partner Resources to fulfill various technology requirements both onsite and remotely. Support in the configuration and troubleshooting various hardware and software components, including desktops, laptops, mobile devices, printers, and other peripherals.
• Ensure systems and technologies adhere to standard operating procedures and regularly verify their compliance.
• Adhere to all security procedures and remain vigilant for security issues.
• Identify opportunities for improvement and make constructive suggestions for change
• Maintain a professional appearance in accordance with business casual attire standards.

Technologies:

• Windows Server 2019, 2022
• Windows 10, 11 Professional
• Microsoft 365
• Microsoft Intune
• Azure Active Directory; Hybrid Deployment
• Microsoft SQL Server
• Microsoft Active Directory
• Veeam Backup & Recovery
• Citrix XenApp/XenDesktop; Citrix NetScaler
• NinjaOne RMM
• Microsoft PowerShell
• Microsoft Azure

Requirements

• 3-5 Years of IT Experience (Preferably 2+ years in an MSP).
• 2+ Years of Experience of Customer Service/Engagement.
• 2+ Years of Experience with administrating Microsoft 365 Product Family.
• 2+ Years of Experience Citrix XenApp/XenDesktop.
• Ability to physically lift up to 50lbs of equipment.
• Drivers license and vehicle.

Non-Technical Competencies

• Exemplary customer service and interpersonal skills (must be able to professionally communicate in a technical and non-technical manner to customers).
• Demonstrates accuracy and thoroughness towards all projects.
• Attention to detail, creating a high degree of quality over quantity.
• Ability to perform multiple technical tasks at one time (take multiple calls, send emails, perform remote sessions with clients, etc.) and work well under pressure.
• Ability to work effectively in a team environment.
• Ability to independently organize and prioritize work assignments.

Benefits

• 401(k) w/ matching
• Health Insurance (99% Company Contribution for Employee, 99% Company Contribution for Dependents of standard plan)
• Dental Insurance (99% Company Contribution for Employee, 70% Company Contribution for Dependents)
• Vision Insurance (99% Company Contribution for Employee, 70% Company Contribution for Dependents)
• Short-term & Long-term Disability Insurances
• FSA w/ Employer Contribution
• PTO, Sick-time, Floating and scheduled holidays
• Reimbursement for business expenses (mileage, mobile phone, etc.)