Field Service Engineer
Bell Techlogix, Inc.

Indianapolis, Indiana

Posted in IT


This job has expired.

Job Info


The Field Service Engineer (FSE) performs remote or onsite advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, mobile devices, and PCs. This is a critical support position that ensures Bell Techlogix meets the Service Level Agreement/Objectives (SLA/O) or Key Performance Indicators (KPIs) within Deskside Support. The FSE provides support to end users on various accounts across the United States.

Essential Functions:

  • Travel to client locations and support Deskside Services either through projects or backfill when attrition occurs.
  • Performs routine and advanced computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
  • Primarily provides Tier 3 level support; will provide Tier 1 and/or 2 level support as needed.
  • Escalates problems and issues to a higher level of support as needed. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
  • Processes timely and accurate information to ensure compliance with vendor warranty requirements.
  • Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.
  • Adheres to client policies and procedures while maintaining the integrity of the customer's data.
  • Maintains and updates work order tickets in client's ITSM tool.
  • Coordinates across multiple departments/vendors to provide support.
  • Represents Bell Techlogix in a professional and businesslike manner and communicates effectively wiih customers and associates.
  • Interacts with the customer when responding to technical questions or requests for information.
  • Supports leadership with reporting and responsibility coverage.
  • Trains other technicians.
  • Maintains regular attendance.
  • Other duties as assigned by management.
Required Education, Knowledge, and Experience:
  • Must have a high school diploma or equivalent; College degree in a related field is preferred.
  • At least 5 years of technical or related experience is preferred. Relevant education may substitute technical experience.
  • Proficient in the troubleshooting and repair of various manufacturers' laptops, desktops, printers, and peripherals.
  • Working knowledge and hands-on experience supporting handheld devices and/or mobile devices.
  • Working knowledge and understanding of client's hardware platforms.
  • Working knowledge and understanding of client's software and user base.
  • Working knowledge and understanding of AD and SCCM (or similar software).
  • Proficient with various versions of Microsoft operating systems.
  • Proficient with various versions of Microsoft Office Suites.
  • Knowledge of industry quality standards.
  • Original Equipment Manufacturer (OEM) certifications obtained to perform warranty repairs, as required.
  • Client-required certifications, if needed.
Abilities and Skills:
  • Strong verbal and written communication skills.
  • Ability to explain product material to a variety of audiences at all levels of the business.
  • Ability to work independently and as a member of a team.
  • Effective interpersonal skills.
  • Attention to detail, excellent organizational skills, and must possess solid customer service skills.
  • Maintain a professional dress code and general appearance.
Physical, Mental Requirements and Work Environment:
  • Travel 75% of time to Bell Techlogix or client site locations; overnight stays required as needed.
  • Must be able to move and transfer equipment and boxes of at least 75 lbs.
  • Must be able to move long distances, dependent on the site layout and client needs.
  • Must be able to work at a computer for long periods of time.
  • Must be able to work in a fast-paced environment.
Equipment Used:
  • Computer
  • Phone
  • Company vehicle, if provided.
Conditions of Employment:
  • Must pass pre-employment, post offer background check and drug screen.
  • Must maintain required certification levels.
  • Must maintain valid driver's license.
  • Must maintain required security clearance, as needed.
Equal Opportunity Employer - Disability and Veteran


This job has expired.

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