Lead Field Service Engineer

Overview

D4C Dental Brands is seeking a Lead Field Services Engineer to provide advanced technical support. This role is a hands-on escalation expert responsible for resolving complex desktop, network, and application issues that cannot be addressed remotely. There is a required travel of up to 75% locally in the Metro Atlanta Region and nationally across the D4C Dental Brands Enterprise.

• Technical Leadership:
  Act as the technical authority for escalated issues; diagnose, troubleshoot, and resolve the most complex hardware and software problems affecting end-users.
• Mentorship and Training:
  Guide, coach, and train Field Support team members, enhancing their technical competencies and problem-solving skills.
• On-Site Support:
  Travel to corporate offices and practices to provide advanced on-site troubleshooting, installations, and support, as needed.
• Issue Resolution and Documentation:
  Thoroughly document issues, resolutions, and procedures within the knowledge base to enable seamless knowledge transfer and improve team efficiency.
• Process Improvement:
  Actively identify areas for improvement across end-user support processes. Recommend and implement solutions to enhance overall service delivery.
• Incident Trend Analysis:
  Analyze incident trends to identify recurring issues and proactively develop preventative measures.
• Vendor Management:
  Coordinate with hardware and software vendors for technical support, warranty management, and escalation when needed.
• Project Participation:
  Support IT projects related to hardware deployments, software upgrades, and infrastructure changes.

Bachelor's degree in Computer Science, Information Systems, or a related field.

Minimum of 5+ years of experience in a field service engineering or related enterprise IT support role.

• Proven expertise in troubleshooting and resolving complex Windows desktop and laptop issues within a corporate network environment.
• In-depth knowledge of macOS and common productivity applications (Microsoft Office Suite, Adobe, etc.).
• Experience with networking fundamentals, troubleshooting printer issues, and configuring mobile device management (MDM) solutions.
• Demonstrated ability to lead and mentor others, fostering a collaborative work environment.
• Excellent verbal and written communication skills, including the ability to translate complex technical concepts for non-technical users.
• Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced, dynamic environment.
• Relevant industry certifications (e.g., CompTIA A+, Network+, Microsoft certifications, Apple certifications).
• Experience in supporting Active Directory environments.
• Knowledge of ITIL framework and best practices.
• Valid driver's license.

• Office Environment.
• Travel up to 75% in Metro Atlanta Region and Nationally Across the D4C Dental Brands Enterprise.