Field Engineer



The number one goal of everyone in our team is to make our Clients exceptionally happy. The Field Engineer plays an important role in making sure that happens.

The Field Engineer handles escalated support requests for the Service Delivery Team that need to be handled on-site. They are assigned the support requests that the Technical Support Engineer can’t handle as well as any projects that require on-site implementation.

When help is needed the Field Engineer can turn to the Service Manager for guidance and support.

Responsibilities & Tasks

Customer Service

  • Work on and resolve escalated Helpdesk Tickets
  • Delight our Clients with a Friendly, Quick, and Helpful Experience
  • Provide the Client with advanced on-site troubleshooting
  • Provide the Client with on-site installation & removal of equipment
  • On-Site Hardware Maintenance and Support

Use of Our Ticketing System

  • Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
  • Managing and recording all work through our Ticketing System
  • Make sure that Client Documentation is well maintained
  • Split tickets that have several issues into their own individual ticket
  • Make sure that tickets aren’t “stale” throughout the process

Project Work

  • From time to time the projects team will need additional resources to help deliver projects on-site.

Communication, Reporting, & Risk

  • Create and maintain documentation for on-site processes
  • Escalate tickets that require Service Delivery Manager support
  • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
  • Submit Timesheets & Expense reports as indicated on their SOPs
  • Identify, Communicate and Mitigate potential risks to the Service Manager and Clients

Team Work

  • Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
  • Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
  • Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
  • Identify opportunities for improvement and make constructive suggestions for change
  • Contribute to the process of innovative change effectively
  • Undertake other duties as required by the Service Coordinator, Service Manager or CISO

Skills & Attributes


  • A love of (and ability to) Solve Problems & Challenges
  • Great Communications skills, founded on being a good listener
  • Advanced understanding of support tools, techniques, and how technology is used to provide services
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices
  • Advanced experience and understanding of structured cabling (tidy cable management is a must)
  • Advanced experience installing and maintaining networking and VoIP equipment
  • Advanced experience and knowledge of working with the Microsoft 365 Platform
  • Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
  • Advanced experience working with vendors for expedited troubleshooting of hardware and software systems
  • Must be able to type quickly and accurately while talking on the phone
  • A deep desire to deliver an amazing Client Experience
  • Advanced knowledge of IT Applications, Software & Hardware
  • The ability to speak both Geek and human
  • Great Communications skills, founded in being a good listener
  • A deep desire to deliver an amazing Client Experience
  • Valid drivers license with a clean driving record
  • The ability to speak both Geek and Human
  • The ability to keep up with & adapt to the fast-paced IT world

Nice To Have

  • Experience using a Ticketing system / RMM Tool and PSA software
  • Experience providing support via remote tools
  • Experience handling Technical Service Tickets
  • Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
  • Client Experience Certifications such as Helpdesk Habits etc.
  • Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.




Sound like you? Apply Today.