Franklin Fitch
Field Services Engineer | $65,000 - $70,000 | Hybrid | Miami - Pompano Beach
Base Pay Range : $65,000.00/yr - $70,000.00/yr
Overview
We are seeking a skilled and customer-focused Level 2 Service Desk Analyst to join our growing IT services team. This position plays a central role in supporting end users, resolving technical issues, and maintaining exceptional service standards. The ideal candidate will combine strong technical proficiency with a professional and empathetic communication style.
Key Responsibilities
Technical Support
Provide remote and onsite technical assistance for desktops, laptops, printers, and peripherals
Troubleshoot and resolve software, connectivity, and access issues
Support user onboarding and offboarding processes, including device imaging and setup
Run network cables, install access points, and handle basic networking tasks
Maintain accurate records of assets, RMAs, and warranty claims
Service Desk Operations
Manage inbound calls, emails, and service tickets from managed service clients
Log and prioritize technical issues, ensuring timely and accurate resolution
Handle a mix of Level 1–3 technical cases, closing approximately 90 tickets per week
Provide user guidance for Microsoft 365, Outlook, OneDrive, Teams, printer setups, and general networking queries
Utilize remote desktop tools to deliver efficient support and issue resolution
Perform basic administrative tasks such as password resets, account management, and updates
Documentation and Knowledge Sharing
Create and update knowledge base articles to support internal and client learning
Maintain accurate technical documentation and client records in the ticketing system
Contribute to continuous improvement by identifying recurring issues and solutions
Professional Growth
Participate in ongoing technical training and collaborate with senior engineers
Work toward industry certifications aligned with Microsoft and other relevant platforms
Required Qualifications
Associate’s or Bachelor’s degree (or equivalent experience)
At least 3 years of IT service desk experience
Minimum 1 year working in a Managed Services environment
Experience with ticketing platforms such as Autotask
Strong understanding of Microsoft 365, Windows 10/11, and general networking
Proficiency with Microsoft Office Suite, Teams, and Google Workspace
Excellent written and verbal communication skills, with a focus on empathy and professionalism
Strong organizational skills and the ability to multitask in a fast-paced environment
Preferred Qualifications
Bachelor’s degree in Information Technology or related field
Microsoft certifications (e.g., MS-102, 365 Certified: Enterprise Administrator Expert)
Familiarity with Entra, Azure AD, or Datto RMM
Experience with ConnectWise, Jira, or other ticketing systems
Seniority Level : Associate
Employment Type : Full-time
Job Function : Information Technology
Referrals increase your chances of interviewing at Franklin Fitch by 2x
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Base Pay Range : $65,000.00/yr - $70,000.00/yr
Overview
We are seeking a skilled and customer-focused Level 2 Service Desk Analyst to join our growing IT services team. This position plays a central role in supporting end users, resolving technical issues, and maintaining exceptional service standards. The ideal candidate will combine strong technical proficiency with a professional and empathetic communication style.
Key Responsibilities
Technical Support
Provide remote and onsite technical assistance for desktops, laptops, printers, and peripherals
Troubleshoot and resolve software, connectivity, and access issues
Support user onboarding and offboarding processes, including device imaging and setup
Run network cables, install access points, and handle basic networking tasks
Maintain accurate records of assets, RMAs, and warranty claims
Service Desk Operations
Manage inbound calls, emails, and service tickets from managed service clients
Log and prioritize technical issues, ensuring timely and accurate resolution
Handle a mix of Level 1–3 technical cases, closing approximately 90 tickets per week
Provide user guidance for Microsoft 365, Outlook, OneDrive, Teams, printer setups, and general networking queries
Utilize remote desktop tools to deliver efficient support and issue resolution
Perform basic administrative tasks such as password resets, account management, and updates
Documentation and Knowledge Sharing
Create and update knowledge base articles to support internal and client learning
Maintain accurate technical documentation and client records in the ticketing system
Contribute to continuous improvement by identifying recurring issues and solutions
Professional Growth
Participate in ongoing technical training and collaborate with senior engineers
Work toward industry certifications aligned with Microsoft and other relevant platforms
Required Qualifications
Associate’s or Bachelor’s degree (or equivalent experience)
At least 3 years of IT service desk experience
Minimum 1 year working in a Managed Services environment
Experience with ticketing platforms such as Autotask
Strong understanding of Microsoft 365, Windows 10/11, and general networking
Proficiency with Microsoft Office Suite, Teams, and Google Workspace
Excellent written and verbal communication skills, with a focus on empathy and professionalism
Strong organizational skills and the ability to multitask in a fast-paced environment
Preferred Qualifications
Bachelor’s degree in Information Technology or related field
Microsoft certifications (e.g., MS-102, 365 Certified: Enterprise Administrator Expert)
Familiarity with Entra, Azure AD, or Datto RMM
Experience with ConnectWise, Jira, or other ticketing systems
Seniority Level : Associate
Employment Type : Full-time
Job Function : Information Technology
Referrals increase your chances of interviewing at Franklin Fitch by 2x
Get notified about new Field Services Engineer jobs in
Miami, FL .
#J-18808-Ljbffr