Field Services Engineer

• Act as the final escalation point for Field Services technical issues.
• Provide mentorship and technical leadership to Field Services Tech I and II, setting operating and technical standards.
• Maintain proactive and consistent communication with clients, providing daily updates on service requests as needed.
• Own and manage assigned tickets through resolution, ensuring compliance with Service Level Agreements (SLAs).
• Standardize systems, tools, and processes to drive automation and reduce time to resolution.
• Adhere to change management, configuration management, and documentation policies and procedures.
• Create and maintain accurate client documentation and asset records in IT Glue.
• Implement, troubleshoot, and provide advanced-level support for:
  • Client networks (firewalls, routers, switches, Wi-Fi)
  • Windows Server environments
  • PC operating systems and applications
  • MSP tools and platforms (RMM, antivirus, backup solutions, etc.)
• Lead client onboardings, implementations, and technical assessments.
• Support Sales initiatives through technical discovery and solution validation as needed.
• Coordinate with third-party vendors and manage vendor-supported technologies.
• Participate in after-hours on-call rotation as required.
• Perform other duties as assigned.

• Travel to and from client locations as required.
• Conduct and lead site assessments, inventories, discovery sessions, and installations.
• Guide and improve endpoint fulfillment and deployment processes.
• Perform additional onsite client visits as business needs dictate.

• Maintain and manage tickets across appropriate service boards.
• Provide advanced troubleshooting for backups, maintenance, and recurring technical issues.
• Identify trends in recurring issues and develop long-term technical solutions.
• Assist the Service Desk with call queue coverage and ticket resolution when needed.

• High School diploma or GED required; Associate’s or Bachelor’s degree in an IT-related field preferred.
• 5–7+ years of experience in Field Services, MSP, or advanced IT support roles.
• A+ and Network+ certifications preferred.
• Advanced networking knowledge and troubleshooting expertise.
• Advanced proficiency with Windows Server and cloud-based environments (Azure, AWS, WVD).
• Advanced working knowledge of Microsoft 365, including email and Office products.
• Advanced working knowledge of Windows, macOS, and Linux operating systems.
• Strong analytical, problem-solving, and troubleshooting skills.
• Self-starter with a professional, customer-focused demeanor.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Strong attention to detail, organization, and time management skills.
• Ability to independently manage workload in a remote environment.
• Ability to travel to client sites (30–40%) and work nights, weekends, or after-hours as needed.
• Demonstrated ability to create clear technical documentation, analysis reports, and process guides.
• Fast learner with the ability to ramp quickly in a 1–2 week training period.
• Must be local to the Providence, RI area to support nearby client locations.

• Competitive compensation
• Comprehensive benefits package (medical, dental, vision)
• 401(k) with company match
• Paid time off and holidays
• Career growth and professional development opportunities
• Collaborative and supportive team environment

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