Field Support Engineer

Required Skills /

Experience:

• 3–5 years of relevant IT support, desktop engineering, systems support, or infrastructure experience, including:
• Strong Windows 10 and Windows 11 troubleshooting experience
• Windows workstation installation, configuration, and administration
• Software installation and troubleshooting
• Hardware and peripheral troubleshooting
• Windows device drivers and Device Manager
• Active Directory and domain-joined workstation concepts
• Network troubleshooting fundamentals including TCP/IP, DNS, DHCP, and network shares
• User/group permissions and local security concepts
• Application and operating-system compatibility troubleshooting
• 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 escalat
  * appropriately
• Ability to work with application owners, infrastructure teams, vendors, and end users
• Ability to work onsite and support scheduled deployment activities as required

• 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/peripherals, interfaces, and other information required by the project assessment process.
• Assess hardware and software readiness for Windows 11 and identify potential 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 from existing workstations.
• Verify connectivity between Windows 11 workstations and attached instruments, peripherals, network resources, application servers, databases, printers, file shares, and other required services.
• Perform technical troubleshooting of Windows, drivers, services, application installations, network connectivity, permissions, device communications, and peripheral compatibility issues.
• Coordinate with software and instrument vendors when Windows 11 compatibility, supported application versions, installation requirements, licensing, drivers, or upgrade procedures require confirmation.
• Support pre-upgrade backup activities and ensure appropriate recovery or rollback provisions are available before production system changes are implemented.
• Execute workstation upgrade and replacement activities using approved implementation procedures, change controls, work instructions, and project schedules.
• Support Active Directory/domain integration and implementation of applicable enterprise security and endpoint-management requirements.
• Coordinate with infrastructure and cybersecurity teams for endpoint configuration, security agents, network requirements, firewall requirements, access groups, and other enterprise services when required.
• 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 required 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 escalat
  * 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…