Field Services Engineer

Description

• Working Conditions/Physical Demands:**
• Travel required:
  
  up to 70%
• Job Summary:
  
  ** The Field Services Engineer is a mobile technical expert responsible for providing hands‑on support for complex desktop, network, and application issues. This role will closely collaborate with our Tier 2 end‑user support team, serving as their field‑based escalation point, which is essential for the seamless resolution of critical incidents. This support plays a vital role in fulfilling the company's mission of helping children achieve a lifetime of great oral health.
• Major
  
  Duties and Responsibilities:
  
  **
• ** On‑Site Incident Resolution:
  ** Travel to locations to resolve escalated technical issues that cannot be addressed remotely. Troubleshoot and fix hardware, software, network connectivity, and user account problems.
• ** Tier 2 Team
  
  Collaboration:
  
  ** 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.
• ** Tier 2 Knowledge Transfer:
  ** Share insights from the field with the Tier 2 team to enhance their remote troubleshooting skills and expand their technical knowledge base.
• ** Equipment Installation and Configuration:
  ** Install and configure hardware (such as desktops, laptops, printers, etc.) and relevant software and network settings.
• ** Documentation and Reporting:
  ** 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.
• ** Project Participation:
  ** 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 plu s.