Field Support Engineer

Job Summary
The Field Support Engineer will provide onsite IT support for Windows workstation assessments, Windows 10 to Windows 11 upgrades and replacements, software and hardware configuration, application compatibility, connectivity, troubleshooting, and deployment activities. The role will work closely with application owners, infrastructure and cybersecurity teams, vendors, validation and quality resources, and end users to ensure workstation readiness, successful migration, proper documentation, and minimal disruption to laboratory and business operations.

Key Responsibilities
• Perform technical assessments of existing Windows 10 workstations to determine Windows 11 upgrade or replacement requirements.
• Capture and maintain workstation information including asset details, operating system, installed applications, application versions, connected instruments and peripherals, interfaces, and other project assessment information.
• Assess hardware and software readiness for Windows 11 and identify compatibility issues requiring remediation or vendor confirmation.
• Support replacement of legacy workstations with enterprise-standard Windows 11 computers where in-place upgrades are not appropriate.
• Build, configure, and prepare Windows 11 workstations according to approved enterprise standards and project procedures.
• Install and configure business, laboratory, instrument-control, and supporting software using approved installation packages and vendor documentation.
• Support migration of required application configurations, local data, instrument configurations, communication settings, and other approved system components.
• Verify connectivity between Windows 11 workstations and attached instruments, peripherals, network resources, application servers, databases, printers, file shares, and other required services.
• Troubleshoot Windows, drivers, services, application installations, network connectivity, permissions, device communications, and peripheral compatibility issues.
• Coordinate with software and instrument vendors regarding Windows 11 compatibility, supported application versions, installation requirements, licensing, drivers, and upgrade procedures.
• Support pre-upgrade backup activities and ensure appropriate recovery or rollback provisions are available before production system changes.
• Execute workstation upgrade and replacement activities using approved implementation procedures, change controls, work instructions, and project schedules.
• Support Active Directory/domain integration and applicable enterprise security and endpoint-management requirements.
• Coordinate with infrastructure and cybersecurity teams regarding endpoint configuration, security agents, network requirements, firewall requirements, access groups, and other enterprise services.
• Support application owners and end users during post-upgrade functional verification.
• For validated or regulated systems, work with Validation and Quality resources to provide technical information and execution support for qualification and validation activities.
• Document assessment results, implementation activities, configuration information, issues, resolutions, and completion status in designated project tracking systems.
• Identify technical risks, compatibility concerns, dependencies, and blockers and escalate them to the project technical lead in a timely manner.
• Follow approved SOPs, work instructions, change-management procedures, data-integrity requirements, cybersecurity requirements, and applicable GxP practices.
• Participate in project meetings, technical reviews, knowledge-transfer sessions, and deployment planning activities.
• Maintain accurate project status and communicate system readiness, blockers, vendor dependencies, and deployment outcomes to project leadership.
• Support multiple workstation upgrades according to project priorities while maintaining quality and minimizing disruption to laboratory and business operations.

Required Qualifications
• 5 years of relevant IT support, desktop engineering, systems support, or infrastructure experience.
• Strong Windows 10 and Windows 11 troubleshooting experience.
• Experience with Windows workstation installation, configuration, and administration.
• Experience with software installation and troubleshooting.
• Experience with hardware and peripheral troubleshooting.
• Knowledge of Windows device drivers and Device Manager.
• Knowledge of Active Directory and domain-joined workstation concepts.
• Knowledge of network troubleshooting fundamentals including TCP/IP, DNS, DHCP, and network shares.
• Knowledge of user and group permissions and local security concepts.
• Experience troubleshooting application and operating-system compatibility issues.
• Knowledge of backup, restoration, and data migration fundamentals.
• Ability to interpret technical documentation and execute defined technical procedures.
• Strong documentation and technical communication skills.
• Ability to independently troubleshoot technical issues and escalate appropriately.
• Ability to work with application owners, infrastructure teams, vendors, and end users.
• Ability to work onsite and support scheduled deployment activities as required.
• Ability to follow SOPs, work instructions, change-management procedures, data-integrity requirements, cybersecurity requirements, and applicable GxP practices.