IT Field Solutions Engineer

The IT Field Solutions Engineer II provides live, hands-on desktop, laptop, and software support for HVAC Service and Control Technicians, who work on rooftops, in mechanical rooms, and out in the elements to service critical equipment. This position ensures technicians have reliable access to the tools, software, and connectivity they need to perform at an elite level, day or night.

The IT Field Solutions Engineer II is a dependable, field-facing IT partner for Service and Controls, supporting specialized technician software, laptops/tablets, VPN, controller and gateway connectivity, and remote monitoring systems, with after-hours coverage as field demand requires. The scope of this role is deliberately broad while the team is built out: the engineer will start by taking direct field cases, shadowing current support, and learning the real demand, then grow into owning complex field cases as repeatable patterns emerge. This role works side by side with IT Service Delivery and partners closely with Service and Controls leadership and with platform teams such as Network, Cloud, and Cybersecurity. Our goal is simple: support the technician and scale the knowledge.

The ideal candidate is as passionate about being out in the field as they are about IT — a curious, methodical troubleshooter who takes ownership, communicates clearly with both technical and non-technical audiences, and enjoys learning unfamiliar technology. Team members in this role may also have the opportunity to progress into Control Technician roles through the IT Field Solutions apprenticeship pathway, if desired.

Responsibilities

• Field Technician Support & Service Delivery
• Provide live, hands-on support to Service and Control Technicians through phone, chat, email, and ticketing, with a focus on fast response and practical resolution while the technician is on site.
• Triage incoming requests, capture impact and context, gather evidence, and take ownership of assigned issues through resolution, growing into ownership of complex field cases as repeatable patterns emerge.
• Remain the technician's engaged point of contact, owning communication and follow-through while platform teams (Network, Cloud, Cybersecurity, and others) work changes within their own systems; hand off ownership only through a clear handoff with full context.
• Troubleshoot technician laptops, tablets, and mobile devices, including hardware, operating system, drivers, firmware, and application dependencies in rooftop, outdoor, and mechanical room conditions.
• Support technician-specific software, including HVAC controls programming tools, building automation and service applications, and remote monitoring systems.
• Troubleshoot the IT side of field connectivity, including USB/serial adapters and drivers, controller and gateway access, VPN, cellular, and Wi-Fi. Controls specialists retain responsibility for HVAC control logic and mechanical systems.
• Participate in a rotating on-call schedule to provide after-hours support for critical technician issues, with rotation and escalation details clarified as staffing and field demand become measurable.
• Travel approximately 50% to branch locations and customer sites to provide on-site support, deploy equipment, and assist technicians directly.

Equipment, Software & Asset Management

• Complete new technician equipment and account setup, including build, imaging, deployment, access management, and license management.
• Support device management and enrollment, including Intune, Jamf, and MDM compliance, policy, and standard device actions.
• Support Microsoft products such as Windows, Office 365, and other cloud-based applications, and support various vendor applications as needed.
• Perform hardware and software configuration, driver and firmware updates, maintenance, and upgrades for field-facing systems.
• Manage inventory of technician hardware and software assets, including tracking, lifecycle, and refresh.
• Interact with vendors to facilitate repairs and replacements of field hardware, such as laptops, tablets, rugged devices, docks, and accessories.
• Support pilots and field rollouts of new hardware, software, and MDM deployments, gathering technician feedback and validating compatibility in practice.

Security, Compliance & Safety

• Support approved endpoint security tools on field devices and collaborate with Cybersecurity, which owns the security platforms, on malware, vulnerability, and anti-phishing issues.
• Follow safety policies, codes, and regulations for rooftop, outdoor, and site work.
• Knowledge, Process Improvement & Development
• Recognize emerging repeat issues, record root causes, and tag field cases by location, device, application, and owning team to help the team learn where demand actually comes from.
• Document known fixes, validated procedures, and runbooks, and build knowledge base content where none exists yet.
• Track support trends and metrics such as response times, resolution rates, repeat incidents, and technician satisfaction, and recommend improvements to field support workflows.
• Evaluate tools, products, and IT processes, share technician feedback, and recommend changes and technology standards that improve technician productivity and experience.
• Train field technicians in the use of equipment, software, and approved support processes.
• Grow technical depth through pairing and shadowing within IT Field Solutions, share troubleshooting methods with teammates, and participate in cross-training and job shadowing with Control Technicians.

Qualifications

• Experience in an IT services or field support role, typically 2+ years or equivalent hands-on experience.
• Strong troubleshooting fundamentals across Windows 10/11, networking, drivers, endpoints, and application dependencies, with sound, methodical diagnostic habits.
• Knowledge of TCP/IP, LAN, WAN, wLAN, and vLAN technologies, and working knowledge of VPN and remote access technologies.
• Knowledge of MS Active Directory infrastructure.
• Ability to learn unfamiliar technology quickly. HVAC and Controls-specific products will be taught; curiosity and methodical troubleshooting are what we are looking for.
• Ownership and adaptability: takes responsibility for assigned issues, communicates clearly, and flexes between support, discovery, and project work as demand becomes clearer.
• Curiosity and good judgment, including recognizing repeat issues, documenting findings, and helping establish procedures where none exist yet.
• Strong collaboration, communication, and customer service skills with technicians and operational leaders.
• Capable of working independently with minimal supervision.
• Valid driver's license and ability to travel approximately 25% to branch and customer locations.
• Genuine interest in supporting field technicians and thriving in a fast-paced environment with evolving priorities.