Field Service Engineer L2+

KJ Technology is dedicated to being the very best in IT Support Services in the Metro New York area. We're proud of the success we’ve achieved for over 25 years driven by our core values of Transparency and Candor , being Driven , acting as a Client Advocate , and Continuous Improvement .

We set our clients up for long-term success by helping them make strong strategic IT decisions that support their business.

A People-First organization, we are the only New York City based MSP to be certified as a Great Place to Work 3 years in a row, in a tough industry. Our crew members enjoy an exceptional experience where they are treated as internal customers. They also enjoy a great benefits package with a strong 401k program.

We are looking for a Field Service Engineer L2+ who will respond to Level 2 service desk requests and proactive visits to various client sites. Someone with great interpersonal skills, still early in their career and eager to learn, grow, and embrace emerging technologies. They’ll have the opportunity to work with cutting-edge AI tools and frontier large language models (LLMs) that KJ leverages to enhance service delivery, accelerate troubleshooting, improve documentation, and elevate client experience. They will collaborate with senior engineers while performing incident and problem resolution and own requests through to completion. The Field Service Engineer will also be tasked with deploying new PCs at KJ’s internal hardware lab as part of our deployment team.

This position reports to the Director of Technology and is an on-site and in-office opportunity in New York City.

The successful applicant should have 3 years of relevant work experience, preferably with an IT MSP. Bonus points for candidates who have one of the following certifications: CompTIA Network+/Security+, Microsoft Azure Administration, and Microsoft 365 Administration.

Responsibilities

- Respond to assigned Level 2 reactive and proactive help desk service requests; user-generated or auto-generated through monitoring infrastructure.

- Configure desktops and laptops to fit client needs.

- Monitor and resolve issues with client networks through in place monitoring tools.

- Services to be delivered both on-site and remotely.

- Provide timely and effective communication updates verbally and in writing to requestors, customers, leads, and management.

- Cross team collaboration with Project and Internal IT Teams, when needed.

- Collaborate with other engineers as needed based on skills and complexity, and as assigned by management or team leads.

- Leverage frontier AI and LLM technologies to work more efficiently, improve technical documentation, accelerate issue resolution, and deliver an exceptional client experience.

- Perform incident and problem resolution on assigned incidents and own the request through to completion and resolution.

- Perform standard changes related to moves, adds, changes, deletion (MACD) in accordance with documented standards, policies, and procedures.

- Participate in and contribute to collaborative work teams established to improve service levels and gain efficiencies.

- Establish development plans with KJ management that will improve skills and marketability of YOU as an IT professional, as well as improve the KJ brand via highly rated -customer experiences.

- Utilize the IT Configuration Management Database and Knowledge Base systems to obtain and update relevant information.

- Communicate and coordinate with internal and external resources to ensure optimal processing of service requests.

What you need to succeed

- A minimum of 3 years relevant working experience, preferably with a managed service provider (MSP). Other experiences considered “transferrable” will be considered.

- Excellent verbal and written English communication skills; understands active listening and can demonstrate abilities to empathize with people.

- Resourcefulness in finding root cause and solutions to problems.

- Interest in AI, automation, and emerging technologies, with a willingness to learn and incorporate modern AI tools into daily workflows.

- Possess a basic level of awareness of 3 core ITIL Service Processes (Incident, Problem, Change).

- Driven to learn new technologies, methods, and practical skills.

- A valid driver's license is required. Access to a car is preferred (although most clients will be accessed via public transportation).

- Knowledge and familiarity of Windows device setups and configurations.

- Familiarity with the workings of Microsoft 365 Admin, specifically with user creation and exchange online administration.

- 1 or more of the following certifications are preferred:

- CompTIA Network +/Security+

- Microsoft Azure Microsoft Azure Administrator Associate (preferred)

- Microsoft 365 Administration

Technologies to Support

- Account recovery

- Adobe licensing

- Anti-virus (Sentinel One)

- Cloud Backup (Datto)

- Cloud Storage (Box/DropBox/Egnyte/OneDrive/SharePoint)

- Desk Physical Setups (Desktops, Docks, Laptops)

- Domain Name System (DNS) troubleshooting

- Email Administration/Spam Filtering and Troubleshooting (M365, Outlook, Intermedia Exchange, Mimecast)

- Firewalls, Routers, APs, and Switches (mostly Cisco, Meraki, and Ubiquiti)

- Hardware: Desktops, laptops, and peripherals (HP, Lenovo, Dell, Apple), including network connectivity (e.g. - VPN)

- Imaging server for PC deployments

- IT Documentation (IT Glue & Halo)

- IT Ticketing System (Halo is a plus)

- Network Monitoring (Auvik experience is a plus)

- Mobile Device Management (Android, iOS)

- Multifactor Authentication (MFA) Administration – Google, Microsoft, DUO

- Operating Systems: Windows Desktop OS, MacOS, Windows Server, Google Workspace

- Printers: HP, Brother, Epson, Ricoh

- Procurement recommendations and administrative follow up

- Remote Control – ScreenConnect

- User account creation and administration - Active Directory Users/Computers/GPO/permissions

- Videoconferencing – Zoom, Teams, Slack

Targeted Annual Earnings
The Targeted Annual Earnings range is $55,000 - $75,000. This Targeted Annual Earnings is based on a base salary and a performance-based bonus.