Field Service Engineer

Description

JOB SUMMARY:

The Field Services Engineer is a mobile technical expert who provides hands-on support for complex desktop, network, and application issues. This role will collaborate closely with our Tier 2 end-user support team as their field-based escalation point, ensuring seamless resolution of critical incidents. This support is crucial to the delivery of the company's mission of helping children achieve a lifetime of great oral health.


EDUCATION/EXPERIENCE

• Associate degree in Computer Science or IT plus 3 years industry experience; or, equivalent combination of education and experience.


JOB RELATED EXPERIENCE:

• Minimum of 3+ years of experience in a field service engineering or equivalent technical support role in an enterprise IT setting.

JOB-RELATED SKILLS/COMPETENCIES:

• Proven troubleshooting skills in Windows desktop/laptop environments, common business applications (Microsoft Office Suite, etc.), and networking fundamentals.

• General understanding of macOS operating systems and mobile device support.

• Working knowledge of Microsoft Intune and Autopilot

• Excellent communication and customer service skills, with the ability to collaborate effectively with both remote teams and on-site users.

• Valid driver's license.

• Industry certifications such as CompTIA A+, Network+, Microsoft certifications, or Apple certifications, preferred.

• Experience in supporting Active Directory environments, a plus.


WORKING CONDITIONS/PHYSICAL DEMANDS:

• Office Environment.
• Travel up to 70%, mostly local

MAJOR DUTIES AND RESPONSIBILITIES:

• On-Site Support: Provide technical assistance and support to clients at their loctaions, addressing hardware and software issues as they arise.
• Installation and Maintenance: Install hardware and software, as needed, ensuring proper configuration and functionality. Conduct routine maintenance checks to prevent issues.
• Troubleshooting: Diagnose and resolve complex technical problems, employing best practices to minimize downtime and enhance system performance.
• Client Interaction: Act as the primary point of contact for clients, responding to inquiries and collaborating respectfully.
• Documentation and Reporting: Maintain detailed records of on-site visits, troubleshooting steps, and issue resolutions within the IT ticketing system to ensure knowledge sharing and streamlined support tracking.

OTHER DUTIES:

This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.