Field Engineer

The Level 2 Field Infrastructure Engineer provides advanced onsite and remote technical support for network infrastructure, end-user computing (EUC), and server & storage environments. This role handles complex troubleshooting, executes approved changes, supports migrations and upgrades, and acts as the primary escalation point for Level 1 field technicians. The engineer works closely with L3 teams, service managers, and customers to ensure stable, secure, and optimized infrastructure operations.

• Troubleshoot complex LAN, WAN, Wi-Fi, and VPN issues beyond L1 scope.
• Perform network diagnostics including latency, packet loss, routing, and VLAN issues.
• Execute approved configuration changes on switches, routers, firewalls, and wireless controllers.
• Support network migrations, cutovers, and site deployments.
• Coordinate with L3 teams for advanced routing, security, or design issues.

• Handle escalated EUC issues related to OS, drivers, application compatibility, and performance.
• Support device lifecycle activities including refresh, upgrades, and bulk deployments.
• Troubleshoot M365, Outlook, Teams, One Drive, and VPN client issues.
• Support Active Directory user/computer issues (passwords, group membership, GPO impact).
• Assist with endpoint security agents and device compliance issues.

• Perform OS-level troubleshooting for Windows and Linux servers.
• Support virtualization platforms (VMware / Hyper‑V) for VM issues, snapshots, and resource alerts.
• Execute server patching, reboots, and maintenance activities.
• Assist with server provisioning, upgrades, and decommissioning.

• Troubleshoot storage connectivity and performance issues.
• Perform storage configuration tasks under change control (LUN mapping, disk expansion).
• Support SAN/NAS environments and coordinate with vendors if required.
• Assist with backup and restore validation activities.

• Act as escalation point for L1 field engineers.
• Perform root cause analysis (RCA) for recurring incidents.
• Execute approved changes and participate in change planning.
• Support major incident bridges and provide technical updates.

• Create and maintain technical documentation, SOPs, and troubleshooting guides.
• Review and improve L1 documentation and handover quality.
• Provide technical guidance and on-the-job coaching to L1 technicians.
• Interface directly with customer IT teams and stakeholders during onsite activities.
• Provide technical explanations, recommendations, and risk awareness.
• Support audits, compliance checks, and service reviews.
• Identify infrastructure risks, performance gaps, and improvement opportunities.
• Support automation, monitoring enhancements, and standardization initiatives.
• Stay current with evolving infrastructure technologies and best practices.

• Bachelor's degree or equivalent experience in IT / Infrastructure.
• 4-7 years of experience in infrastructure support with strong field exposure.
• Strong hands‑on experience in:
• Networking:
  Switching, routing, VLANs, Wi‑Fi, VPN
• Servers:
  Windows/Linux, virtualization (VMware/Hyper‑V)
• Storage: SAN/NAS fundamentals, disk & capacity management
• Solid understanding of ITIL processes (Incident, Problem, Change).
• Ability to work independently in onsite and remote scenarios.
• Strong customer communication and documentation skills.