Premier One

Field Engineer

• The Service Engineer role is responsible for providing expert level technical support, delegation of escalation issues, and support for projects as needed.
• This position is responsible for responding to and diagnosing problems, including recognition, research, isolation, and resolution step, when necessary.
• This individual will also mentor and provide guidance and escalation support to the Service team.
• Additionally, the Service Engineer coordinates the dispatch of technical, professional, or service personnel for service, repair, or training.
• Act as an escalation resource by providing technical guidance to the support team and coordinating service ticket escalations with management, engineers, and additional technical resources.
• Lead high-priority and 'white glove' situations by coordinating Critical Severity support efforts, driving timely resolution, and maintaining consistent communication with client points of contact until completion.
• Maintain up-to-date, current knowledge of ongoing projects and engineering tasks, and ensure engineering team accountability for support impact.
• Review Service Boards for stale, stuck, or otherwise problematic tickets and proactively assist assigned resources.
• Track and identify Service ticket trends, and develop solutions to alleviate root causes.
• Participate in Quality Assurance processes.
• Maintain expert knowledge of clients, their IT systems, and their relationship with Premier One.
• Establish positive relationships with clients face-to-face, by telephone, and by email.
• Maintain a working team relationship with all teams under Operations.
• Promote, manage, and develop documentation and SOPs.
• Build & maintain knowledge of Premier One Primary Systems via documentation.
• Perform on-call responsibilities as assigned by supervisor.