Field Systems Engineer

Job Brief

Field Systems Engineer works independently to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

At DHL, our people are our greatest asset! Everyone's contribution drives us to be the world's #1 logistics company.

Certified as a Great Place to Work, we're dedicated to fostering a positive, collaborative, and supportive environment for all. Our commitment and engagement with Our People ensure we continuously build a workplace we're all proud of. Plus, with competitive compensation and exceptional perks, we make sure your personal life shines just as brightly as your career.

General Summary:

Field Systems Engineer works independently to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. Responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.

Essential Duties & Responsibilities:

• Acts as primary IT contact across multiple sites providing exceptional customer service while ensuring all IT systems fully functional
• Works independently in troubleshooting and providing solutions to unresolved software and hardware problems through incident management system
• Install, replace, and configure hardware and software for Windows Desktop/Laptops, printers, hand held scanners, Microsoft Office
• Consults with customer on all aspects of end-user computing and desktop-based systems software; resolves more complex, less defined issues and escalations
• Interfaces with centralized IT Global teams and venders to resolve incidents
• Perform minor and major support utilities
• Provides second tier technical support to internal and external customers
• Maintain and increase industry knowledge on applicable products/applications via training, documentation and personal research
• Documents customer contacts, issues, and resolutions in the incident management system
• Provides input for new applications, features, application usability and supportability
• Submit proposed solutions to issues in knowledge base for internal/external documentation
• Acts as SME for consultation on site related IT issues
• Approval and Testing of new equipment, build specs for standard deployments
• Handles distribution of equipment across organization
• Supports IT Procurement for approval of equipment needs, hardware inventory, asset management
• Site travel required to audit site preparedness for peak season operations
• Support distribution center move or new set-up activities
• Able to work on-call rotation in a 24/7
• Additional duties as assigned.

Required Knowledge, Skills and Abilities:

• Bachelor's degree in IT or equivalent years of experience in supporting Microsoft Desktop Technologies required
• Two years of experience in providing PC Technician/Desktop Support required
• In depth knowledge of hardware/software installation, configuration, troubleshooting and resolving Windows Desktop related issues preferred.
• Knowledge in following technologies a plus: Installing Windows system Images, AD, Lenovo, and Dell hardware platforms, Service desk software, and remote control utilities.
• Must be able to work independently managing site expectations, complete end-user requests, troubleshoot problems, and escalate unresolved technical problems to proper level.
• Microsoft, Cisco and CompTIA Certifications preferred but not required
• Candidate should have a background that includes meeting high standard of customer service satisfaction, exceeding SLA's, and working in a team environment to complete tasks.
• Strong written and oral skills for effective communication to multiple levels of employees.

Physical Requirements:

• Required to move technical equipment weighing up to 50lbs. Including crouching, bending or kneeling to connect technical equipment.
• Works in a manufacturing environment. Some abnormal variations in temperature, humidity, unavoidable fumes, noise, dust and atmospheric conditions may exist.
• Up to 10% travel

As a leading logistics company in one of the fastest growing industries, at DHL eCommerce, we offer our employees, and their dependents benefits and incentives to make them successful at work and home.

• Competitive Pay
• Bonus Programs
• Retirement Savings - 401k with company match
• Medical, Dental, Vision, Well-being programs
• FSA/HSA availability
• Tuition Reimbursement
• Paid Time Off including vacation and sick time
• Company Paid Holidays and Floating Holidays
• Paid Parental Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Short Term and Long-Term Disability
• Life Insurance

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

Equal Opportunity Employer - Veterans/Disability