Field Engineer L2 - Deskside / Smart Hands Support

Job Description

Job Description

L2 Field Engineer – Deskside / Smart Hands Support

Onsite IT Support · Contract Engagement

Job Title: L2 Field Engineer (Deskside / Smart Hands Technician)

Engagement Type: Contract – Staff Augmentation (long-term)

Contract Term: Approximately 3 years

Schedule: Full-time, Monday–Friday. Any 8-hour shift between 7:00 AM and 6:00 PM (e.g., 7:00 AM–3:30 PM with a 30-min lunch, or 8:00 AM–5:00 PM with a 1-hour lunch).

Work Location: 100% onsite at assigned client facility.

Reports To: Field Services / Deskside Support Lead

Position Overview

PTY Tech LLC is seeking a dependable, customer-focused L2 Field Engineer to provide onsite deskside and smart-hand support at a client facility. In this hands-on role, you are the face of IT at site-resolving end-user hardware and software issues, supporting networking equipment, servers, and printers, and acting as the local eyes and hands for remote engineering teams. This is a long-term contract engagement supporting a multi-year client agreement, offering stability and the opportunity to build deep familiarity with the environment.

The ideal candidate has 2–5 years of onsite technical support experience, works well independently, communicates clearly with both end users and remote teams, and takes ownership of getting problems fully resolved.

Key Responsibilities

• Provide L2 deskside support for desktops, laptops, peripherals, and mobile devices in a Windows environment.

• Perform break-fix work on end-user hardware, including component swaps and non-warranty repairs (excluding board- or chip-level repair).

• Support printers with routine maintenance and basic break-fix: toner replacement, clearing paper jams, and non-warranty repairs.

• Act as smart hands for remote network and server teams: rack, stack, cable, label, power-cycle, and physically verify equipment under remote direction.

• Perform basic networking tasks—patching, cable runs, verifying connectivity, and swapping network hardware as directed.

• Install, configure, image, and deploy new equipment and refresh existing hardware.

• Diagnose and troubleshoot Windows OS, driver, connectivity, and application issues; escalate complex problems to L3 or specialized teams with clear documentation.

• Log, track, and update tickets in the client ticketing system, meeting response and resolution SLAs.

• Maintain asset inventory, document work performed, and keep the site's IT areas organized.

• Deliver professional, courteous customer service to onsite staff and visitors.

Required Qualifications

• 2–5 years of hands-on onsite technical support experience (deskside, field services, or smart hands).

• Proven ability to support general IT equipment: PCs, laptops, network equipment, servers, printers, and related peripherals.

• Solid working knowledge of Windows operating systems and common desktop applications.

• Comfortable with basic networking concepts (cabling, switches, connectivity troubleshooting).

• Strong troubleshooting skills and the ability to work independently with minimal onsite supervision.

• Clear written and verbal communication; able to explain technical issues to non-technical users.

• Physically able to lift and move IT equipment (up to ~50 lbs), and to bend, reach, and work under desks and in equipment rooms.

• Reliable, punctual, and professional, this is an onsite, customer-facing role.

• Must be able to pass a background check as required by the client.

Preferred Qualifications

• CompTIA A+ certification (or equivalent hands-on experience).

• CCRT (Certified Computer Repair Technician) or other basic industry certifications.

• Experience working within SLA-driven managed services or staff-augmentation environments.

• Familiarity with enterprise ticketing systems (e.g., ServiceNow) and asset management tools.

• Prior experience as the sole or lead onsite technician at a client site.

What Makes a Strong L2 Smart Hands Technician

Beyond the checklist, the technicians who succeed in this role share a few traits worth calling out:

• Ownership mindset: they see a ticket through to full resolution rather than handing off half-finished work.

• Follows remote direction precisely: smart hands work means being the careful, accurate hands for an engineer who cannot see the rack—reading port numbers, colors, and labels back correctly the first time.

• Calm and professional under pressure: outages and frustrated users are part of the job; a steady, reassuring presence matters.

• Documentation discipline: clear notes, accurate asset records, and tidy ticket updates keep the whole support chain running.

• Resourceful and safety-aware: knows the limits of the role (no board-level repair), works safely around power and equipment, and escalates appropriately.

Scope Notes

• Printer support covers toner, paper jams, and basic non-warranty break-fix only—no board- or component-level repair.

• Networking responsibilities are limited to basic networking and smart hands tasks.

• No point-of-sale (POS) support is required for this engagement.

• No special certifications are required to be considered.

How to Apply

Qualified candidates are encouraged to submit a current resume. PTY Tech LLC is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected status.