Field Systems Engineer

Are you looking for a role where your technical skills and adaptability can truly shine? By collaborating with the MNS Team, Field Technicians, and Help Desk, you'll be instrumental in helping our team achieve continued success!

Purpose: This role supports AIS’s purpose of providing technology that works for our clients and revolutionizes their business while providing service they’ll fall in love with.

Major Goals:

1. Meets 100% of on-call responsibilities
2. 100% of unresolved Service Tickets are escalated and reported to correct individual
3. Customer satisfaction greater than 95% per survey responses

Toughest Parts of the Job:

1. Learn AIS as a company of culture, people, and processes
2. Own the entire customer experience across multiple departments and platforms. Evaluate and challenge existing status quo to identify new ways to improve processes and continually elevate the customer experience
3. Balance the multiple demands and competing priorities of the position
4. Handle upset and/or angry clients and their technical difficulties

Job Functions: The Systems Engineer is a critical member of our core MNS team responsible for exemplifying our culture, troubleshooting and installing various technology, and assisting clients with their technological needs.

Daily responsibilities include but not limited to:

• Delivering first-class client service via telephone, remote access, and onsite. Provide support and troubleshooting to resolve technical problems.
• Respond timely to requests for IT service/support tickets assigned.
• Participate in client projects and client onboarding/offboarding as assigned.
• All work must be documented upon completion of task following company procedures.
• Assist in maintaining customer network documentation.
• Alert Managed IT Services Manager and/or TAM/vCIO as appropriate for escalation, emergency service, and business opportunities.
• Participate in regularly scheduled and impromptu team meetings.
• Install and maintain equipment at client locations.
• Assist Help Desk Technicians, Field Technicians, and Field Engineers with support issues that require escalation as directed by the Managed IT Services Manager and/or VP of Service Operations.
• Participate in an on-call rotation as required.
• Other duties as assigned.

Working Conditions:

• General working hours are Monday – Friday, 8 am – 5 pm with limited absences/tardiness. Additional hours as required to complete objectives. Attend occasional networking events, webinars, and training.
• Deliver on Company mission, vision, and core values.
• Comply with Employee Handbook.
• Clear expectations for job.
• Opportunity to work on difficult problems.

Who we are:

• AIS is a Premier IT Business Technology Company headquartered out of North Las Vegas, NV with additional branches in Southern California.
• AIS’s Core Values: We Adapt and never lose our Integrity to Surpass expectations- We are AIS-NOW. This is aligned with the AIS Mission Statement: Our mission as a Company is to Exceed our customers’ expectations by providing unparalleled business solutions with leading edge technology products, coupled with unmatched service, supplies, and support. Our foundation of work ethic, integrity, and teamwork enable us to work within a culture that cares about our customers, our community, and each other.
• We offer a comprehensive benefits package including medical, dental, vision, life, 401(k) Savings Plan with company match, PTO program that includes vacation time, personal time, and volunteer time off. We offer recognition programs and incentive travel rewards. Company sponsored events, team building events as well as a robust Leadership Development Program.
• AIS is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued.

Compensation:
The salary range for this role is $63,000 to $80,000. The exact compensation will be determined based on experience. The pay will be adjusted to ensure it aligns with the market conditions.

Knowledge and Skills:

• 5+ years IT support experience, with 2+ years as a Systems Engineer and proven experience working on servers and networks
• Experience working with Windows OS is required; MAC OS is highly desired
• Must have CompTia: A+, Network+, Security +, Cloud+ or comparable certifications
• Must have MS Desktop Administrator or comparable certification
• Cloud experience is a plus
• Copier/Printer experience is a plus
• Telecommunications experience is a plus
• Prior experience in the Managed Service Provider industry is highly desired
• Ability to pass tests on current business hardware, software, networking, servers, cloud services, and mobile devices
• Ability to lift and carry up to 50lbs occasionally
• Ability to travel to client site
• Ability to be lead technician on server and workstation projects and diagnose network issues