Field Service Engineer – IT & Systems

We have an exciting opportunity for a proactive and customer-focused Field Service Engineer to join our team.

As a Field Service Engineer, you will be responsible for installing, maintaining, and supporting Vision RT solutions across the US region. You will provide both remote and on-site technical support to customers, ensuring systems are operating effectively and delivering an exceptional customer experience. The role requires extensive travel throughout the assigned territory, with occasional support for other regions as required to provide business continuity and customer coverage.

• Install, configure, commission, support, and maintain the Vision RT product portfolio at customer sites.
• Conduct site surveys to assess installation requirements and ensure readiness for system deployment.
• Deliver remote and on-site technical support, diagnosing and resolving software, hardware, operating system, and connectivity issues.
• Perform preventative maintenance, system upgrades, software updates, and product enhancements to maximize system performance and reliability.
• Configure and troubleshoot Microsoft Windows-based systems and associated devices.
• Troubleshoot network connectivity and communication issues, working closely with customer IT teams to resolve technical challenges.
• Maintain accurate service documentation, installation records, maintenance reports, and customer activity logs.
• Build strong relationships with customers by providing a professional, responsive, and customer-focused service experience.
• Travel throughout the assigned region to support installations, maintenance activities, training, and customer requests, with occasional travel to other regions as required.
• Perform physical installation activities including mounting wall monitors, routing communication cables over distances of up to 50 metres, and installing equipment in accordance with safety and quality standards.
• Work safely on ladders and alongside third-party contractors in active construction, hospital, and clinical environments while adhering to PPE and site safety requirements.
• Participate in work activities outside normal business hours, including evenings and occasional weekends, where required.
• Travel to customer sites at short notice when business or customer needs demand.
• Minimum of one year as FSE I or equivalent experience.
• Capable and confidently able to perform in-depth troubleshooting and problem-solving of difficult technical issues.
• Provide technical support internally, including configuration of Vision RT software on staff machines.
• Mentor and provide on-the-job training for new FSEs and team members.
• Testing and support of new hardware/software during LCR & initial release.
• Manage atypical installations or site surveys.

• Strong working knowledge of Microsoft Windows operating systems, including:
  • Windows configuration and system settings
  • Device Manager and hardware management
  • Disk and storage management
  • BIOS and firmware configuration
  • Windows services and security settings
  • Event Viewer and system troubleshooting tools
• Experience diagnosing and resolving software, operating system, and hardware issues within a customer-facing environment.
• Good understanding of networking fundamentals, including:
  • IP addressing and network configuration
  • VLANs, DNS, DHCP, firewalls, and network security principles
  • Common network protocols and ports
  • Windows networking tools and command-line troubleshooting utilities
• Experience troubleshooting network connectivity issues using tools such as ping, tracert, ipconfig, and remote support applications.
• Understanding of cybersecurity best practices, endpoint protection, system hardening, and customer IT security requirements.
• Solid PC hardware knowledge, including:
  • Component identification and replacement
  • Peripheral device configuration and troubleshooting
  • Hardware connectivity and performance considerations
• Experience delivering remote and on-site technical support.
• Strong problem-solving and fault-finding skills with a methodical and analytical approach.
• Excellent communication and interpersonal skills with a strong customer-service focus.
• Ability to work independently and effectively manage priorities across multiple customer locations.
• Ability to interpret technical documentation and follow established installation, maintenance, and service procedures.
• Proactive, results-oriented, and committed to delivering a high level of customer satisfaction.

• Experience supporting Microsoft Windows Server environments.
• Basic understanding of SQL databases and database connectivity.
• Familiarity with RAID technologies and storage systems.
• Experience working within healthcare technology, medical devices, radiotherapy, medical imaging, or other regulated technical environments.
• Relevant technical certifications such as CompTIA A+, Microsoft certifications, or equivalent industry-recognised qualifications.

• Consistently behaves and makes choices…