Field Service Engineer

Requisition : R-104433

• Serve as the primary point of contact for internal support requests through platforms such as Service Now or Jira.
• Provide Tier 2/Tier 3 troubleshooting for hardware, software, network, and operating system issues across Windows, macOS, and Linux environments.
• Diagnose, resolve, and escalate incidents related to system performance, access, or connectivity in alignment with SLA targets.
• Collaborate with Engineering, Networking, Quality, and Reliability teams to resolve complex technical issues and ensure seamless escalation workflows.
• Monitor system alerts and dashboards, proactively identifying potential issues before they affect operations.
• Create and maintain detailed knowledge base articles, SOPs, and runbooks for recurring incidents and preventive maintenance. Convert Field Engineering training documents into user- and trainer-friendly SOPs.
• Responsible for training new hires and existing team members on all new products. Partner with Field Engineers, New Product Development, and Quality Engineering teams.
• Provide Service Desk support across Verizon and future customers.
• Track incidents, resolutions, and trends to drive continuous improvement in support efficiency and operational reliability. Provide customer reporting as needed.
• Support the onboarding of new customers to ZT and the Service Desk, including customer hardware training, lab setup, Service Now integration, and customized reporting.
• Troubleshoot Layer 1–3 network issues, assisting with VLAN configuration, port testing, and connectivity validation.

• Strong analytical and problem‑solving skills with exceptional attention to detail.
• Ability to work independently and collaboratively in fast‑paced environments.
• Knowledge of server architecture, system level design engineering, and an understanding of shared infrastructure management.
• Excellent communication skills for cross‑functional coordination and documentation.
• Demonstrated ability to manage multiple projects, setting priorities and committing to schedules.
• Ability to travel to customer data centers.
• Certifications in Linux, networking, or data center technologies (e.g., CompTIA Server+, CCNA, or equivalent).
• Engineering degree.
• 2+ years in hardware testing and break/fix, and 2+ years in IT remote support.

• The ability to lift up to 50 pounds when necessary.
• The ability to safely climb ladders when necessary.
• The ability to wear personal protective gear correctly when necessary.
• The ability to stand and walk throughout the facility for extended periods without loss or reduction of productivity.
• The ability to use hands to handle, control, or feel objects, tools or controls, make quick, precise adjustments to machine controls, bend or twist the body, and repeat movements for extended periods without loss or reduction of productivity.

• Competitive base salary between $60,750 and $80,000, adjusted for experience, skills, education, and certifications.
• Performance‑based annual bonus eligibility.
• 401(k) retirement savings plan with generous match.
• Tuition reimbursement for eligible education programs.

• Comprehensive medical, dental, and vision coverage with access to leading providers.
• Mental health resources and employee wellness support programs.
• Company‑paid life and disability insurance.

• Paid time off (PTO) and company‑paid holidays.
• Parental leave and family care support programs.

• Structured training programs and on‑the‑job learning opportunities.
• Matching gifts and volunteer programs to support causes you care about.

We are dedicated to building a diverse, inclusive, and authentic workplace. If your experience doesn’t align perfectly with every qualification, we encourage you to apply anyway.

Join ZT Systems and help us build technology infrastructure that connects the world.

ZT Group Int’l. is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. ZT Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Please be aware that certain positions may require the applicant to either
1) be a U.S. citizen or national,
2) be a U.S. lawful permanent resident (green card holder),
3) a Refugee, or
4) an Asylee under 8 U.S.C. § 1157;
2) be eligible to obtain an export control license or license exception from the Bureau of Industry and Science & U.S. Department of Commerce. All offers of employment will be conditional subject to the foregoing.