Field Services Engineer

About the role

The Field Services Engineer plays a critical role in ensuring Impact Networking’s clients receive top-tier IT service, support, and implementation. This position requires working in the field, traveling to local customer locations to provide onsite service, maintenance, and project execution while maintaining Impact’s high standards. The FSE will collaborate with internal teams to resolve technical issues, support client onboarding, and ensure seamless IT operations. This role demands both technical expertise and strong interpersonal skills to effectively diagnose and resolve issues while delivering an exceptional customer experience.

Responsibilities

• Engage in Business Transformation Assessments (BTA) with an emphasis on discovery, information compilation, and data gathering, including onsite discovery and physical review/documentation of IT assets.
• Support client technical activities onsite, including implementation of core MIT networking, server, and computer technologies (Windows Server, Hyper-V, VMWare, Exchange, SharePoint, firewalls, switches, BDR solutions, PowerShell, Active Directory, Group Policy, and cloud services such as Office 365, G-Suite, and Azure).
• Collaborate with the Service Desk and Operations teams to develop and execute client management and maintenance plans, including monthly maintenance and documentation.
• Work with clients’ line of business vendors on technical requirements as needed.
• Document and resolve user computing issues requiring onsite remediation while maintaining customer satisfaction.
• Collaborate with the Technical Operations Center (TOC) to resolve user issues following a structured problem management process.
• Work with third-party vendors, Line of Business (LoB) application providers, and other divisions within Impact Networking Technology to provide efficient field support services.
• Timely documentation of issues and onsite labor performed within Impact’s ticket system.
• Participate in ongoing training and attainment of manufacturer certifications.
• Cultivate and sustain relationships with customers and engineers to enhance the company’s positive reputation through outstanding customer service.
• Maintain relationships with vendor contacts that are beneficial to the company.
• Adhere to standards for documenting customer network status and activities.

Requirements

• Minimum of 3 years of relevant experience in IT field services.
• Fundamental understanding of Server Administration.
• Experience with Windows 2012-2025 Server, Active Directory management and maintenance, DNS, DHCP, and Remote Desktop Services.
• Understanding of VMWare, Hyper-V, and other virtualization technologies.
• Experience with storage solutions: SAN, NAS, and Shared Storage.
• Fundamental understanding of firewalls, switches, and other networking technologies (Cisco Meraki, HP, and others).
• Experience with backup technologies, Office 365, Azure, and other “cloud” solutions.
• Knowledge of mobile operating systems (iOS, Android, Windows).
• Experience with RMM tools such as N-Able, Kaseya, or LabTech.
• MSP experience preferred.
• Demonstrated experience with ITIL and Service Management, and knowledge of the HaloPSA Platform.
• Working knowledge of event and incident management systems, including support for Incident, Change, and Request for Information requirements.
• Strong verbal and written communication skills with a customer-service focus.
• Excellent problem-solving skills and ability to work directly with customers to identify and resolve technical issues.
• Ability to take initiative, work under pressure, and manage multiple priorities.
• Valid driver’s license and proof of insurance.

Qualifications

• Microsoft Fundamentals certification.
• Certifications such as CompTIA Network+, A+, Security+, ITF+.
• Microsoft 365 Certified: Fundamentals.

Pay

The typical base salary for this role is $60,000-$70,000. Actual compensation packages are based on several factors unique to each candidate, including skillset, experience, training, licensures and/or certifications, and other organizational needs. Impact may offer applicable incentive compensation plans depending on role and/or department.

Benefits

• 5-year Tiffany & Co. Gift Card, 10-year Custom Rolex, 20-year $20,000 check incentive rewards.
• Up to 20 days of PTO, 7 paid sick days, 12+ paid holidays, and paid parental leave.
• Development and growth opportunities with ongoing training and continued education reimbursement.
• 401(K) and retirement plans with complimentary financial advisory services.
• Comprehensive health, disability, life, dental, and vision plans.

About Impact

Impact exists because a small group of industry leaders believed companies in our space were doing it wrong. Many prioritized margins while the people doing the work and the clients relying on it became an afterthought. Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first.

What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next.

Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a time. Behaviors define what our values look like in action:

• Innovation: We embrace change because innovation lives outside the comfort zone.
• Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact.
• Honesty: We are fiercely transparent and consistently honest.
• Fun: We fuel work with fun, knowing life's too short for boring.
• Low Ego: We champion ideas over titles, because brilliance knows no rank.
• One Team: We win as a team, we lose as a team, we are one team.