Field Services Engineer

The Field Service Engineer responsible for delivering exceptional onsite technical support and operational services at customer locations. This role provides hands‑on support for end‑user devices, IT infrastructure, collaboration technologies, and enterprise hardware while ensuring timely resolution of incidents and fulfillment of service requests. The technician works closely with internal teams, customers, and third‑party vendors to maintain high service quality, minimize downtime, and support business operations.

• Participate in troubleshooting for both hardware and software issues;
• Perform general onsite, hands‑on support for technology, Equipment, and/or Devices and supporting the troubleshooting and resolution of technical issues and execution of Service Requests at Customer Locations
• MACDs;
  Hardware changes (e.g., hardware installation and testing upon configuration);
  Server/Storage reboots;
  Power cycles;
  Post‑deployment validation of service functionality;
• Provide onsite escorts for Third Parties;
• Video room support including endpoints and meeting room panels;
• Assisting with live events as requested by Customer
• Activities requiring onsite support (e.g., helping to resolve Network and compute issues in collaboration with the vendor(s) providing infrastructure and network support).
• Perform deskside support as part of onsite troubleshooting and resolution activities to address issues with user equipment (e.g., User Devices, user software).
• Onsite troubleshooting of User Devices (e.g., address driver issues, hardware fault diagnosis, peripheral support, device provisioning follow‑ups, OS issues, network access issues);
• Onsite troubleshooting of Software issues for Software included in the User Device configurations (e.g., Microsoft Office, Adobe Creative Cloud);
• Validating that conferencing systems, telepresence systems, and video conferencing suites are operational
• Checking networked printers and MFDs for error messages
• Where required, address appointments scheduled requiring onsite support (e.g., new employee onboarding)

• High school diploma or GED with 2 - 5 years of hands‑on experience in networking, infrastructure, or lab support roles
• Proven ability to follow documented procedures and adapt to new assignments with minimal supervision
• Strong communication and customer service skills — ability to work directly with engineers and respond to urgent needs
• Experience installing and cabling networking equipment (CAT5e, CAT6, fiber: SM/MM)
• Knowledge of copper/fiber test equipment and cable standards
• Understanding of basic networking concepts and enterprise infrastructure
• Comfortable using ticketing systems and documenting work
• Proficient in Microsoft Office tools and email communication
• Able to physically lift 50 lbs, move between buildings, and work in standing or crouched positions as needed
• Must have reliable transportation for local travel between lab sites

• CompTIA A+, Network+, or equivalent technical certifications.
• Microsoft certifications are a plus.
• Experience supporting enterprise environments and global customers.
• Familiarity with ITIL service management practices.