Field Services Engineer

Major Duties and Responsibilities

• Travel to locations to resolve escalated technical issues that cannot be addressed remotely.
• Troubleshoot and fix hardware, software, network connectivity, and user account problems.
• Partner effectively with the Tier 2 end-user support team, providing technical expertise, conducting on-site assessments, and facilitating problem resolution while ensuring comprehensive communication and updates on cases.
• Share insights from the field with the Tier 2 team to enhance their remote troubleshooting skills and expand their technical knowledge base.
• Install and configure hardware (such as desktops, laptops, printers, etc.) and relevant software and network settings.
• Maintain detailed records of on-site visits, troubleshooting steps, and issue resolutions within the IT ticketing system to ensure knowledge sharing and efficient support tracking.
• Assist with IT projects by performing on-site tasks for hardware deployments, software upgrades, network configurations, or infrastructure changes.

Education/Credentials

• Associate's or Bachelor's degree in Computer Science, Information Systems, or a related field.

Job-Related Experience

• A minimum of 3+ years of experience in a field service engineering role or equivalent technical support experience within an enterprise IT environment.

Job-Related Skills/Competencies

• Demonstrated troubleshooting skills in Windows desktop/laptop environments, common business applications (e.g., Microsoft Office Suite), and foundational networking knowledge.
• Familiarity with macOS operating systems and mobile device support.
• Excellent communication and customer service abilities, with a strong capacity to collaborate effectively with both remote teams and on-site users.
• A valid driver's license.
• Preferred industry certifications include CompTIA A+, Network+, Microsoft certifications, or Apple certifications.
• Experience in supporting Active Directory environments is a plus.