IT Site-Field Support Engineer III

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Roles & Responsibilities

This role supports multiple sites and requires extensive regional travel (approximately 80-100%), with a home base of Thermo Fisher's Bridgewater, NJ site.

Provide on-site and remote IT support across multiple company locations within an assigned region, traveling extensively to deliver timely and effective resolutions for users of corporate applications and hardware.

Support resolution of issues related to business group applications across supported locations.

Manage Incident and Request queues, including ticket creation, categorization, prioritization, and ownership, ensuring consistent service delivery across the region.

Assign tickets to respective support groups when escalation is required and coordinate cross-functional support for issues spanning multiple locations.

Serve as a traveling IT support resource, partnering with local site contacts and centralized IT teams during site visits to resolve issues efficiently.

Proactively handle follow-up actions for customers without prompting, ensuring resolution validation and customer satisfaction across supported sites.

Review service metrics and take action to improve operational efficiency, service quality, and the end-user experience across the region.

Plan and execute scheduled and ad-hoc travel based on incidents, projects, and business priorities, while maintaining close alignment with the Regional IT Manager.

Minimum Requirements

4 - 6 years of experience in Desktop / IT Service Delivery or Field Services roles providing hands-on end-user support.

Strong understanding of client/server networks, protocols, common Internet services, Active Directory, and how they work together in a distributed, multi-site environment.

Demonstrated problem-solving skills with an understanding of OSI layers to identify and resolve root causes.

Physical Requirements / Work Environment

• Candidates must successfully pass a pre-employment physical examination. Additionally, ongoing subsequent physical examinations are required at regular intervals to ensure continued fitness for the role. Candidates must have a clean driving record and will be required to pass an initial Motor Vehicle Record (MVR) review as a condition of employment.
  Annual MVR reviews will be conducted to ensure continued eligibility for the role.

Desired Skills

Excellent written and verbal communication skills with proven customer management experience supporting geographically distributed and global users.

Experience working with cross-regional and global IT teams, providing solutions to colleagues and peers across multiple locations.

Knowledge of IT operations and service delivery with the ability to manage critical situations independently while working in a traveling role.

Ability to identify opportunities to improve employee experience consistently across sites.

Strong computer hardware and software troubleshooting skills with a hands-on approach.

Ability to work collaboratively within a team and act as a trusted regional support partner, providing guidance and best practices.

Effectively communicate with and coordinate vendors during on-site visits, including escorting vendors within facilities and guiding required activities.

Ability to engage, collaborate with, and influence functional teams to support customers and drive timely resolutions across regions.

Certification with a major IT vendor on a desktop-related platform or technology is preferred.

Required Skills & Technical Skills

Ability to diagnose and resolve issues on PCs and supported third-party applications, engaging Corporate Infrastructure, Security, and functional teams as required.

Ability to follow, update, edit, author, and review knowledge base (KB) articles to ensure consistent support and effective escalation to higher-tier teams.

Hands-on support-and the ability to remotely guide local resources-for computer rooms, IDFs, MDFs, and physical IT equipment such as servers, switches, routers, and printers.

PC and laptop installation, imaging, configuration, and break-fix support across multiple locations.

Provide recommendations to Client Engineering and Device Management teams to enhance PC and laptop configurations based on regional trends and site feedback.

MacOS request fulfillment and support across supported locations.

Printer and scanner installation, configuration, and break-fix support; coordination with vendors for replacements and contract modifications.

Phone and mobile device installation, configuration, and break-fix support.

Provide Level 2/3 support for PCs, printers, scanners, and phones when issues cannot be resolved remotely by the Service Desk.

Service Now queue ownership, including reviewing queues, self-assignment, ticket closure, KPI tracking, and membership management across sites.

Mounting and unmounting hardware in data centers (switches, routers, servers, etc.) during site visits as required.

Must be able to lift 15 lbs. on own and up to 50…