Field Systems Engineer

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The Field Systems Engineer provides enterprise-level technical support to DHL eCommerce Solutions employees and operations. This position serves as the primary onsite IT resource for a major distribution center hub and may also support assigned remote sites. Working independently, the Field Systems Engineer diagnoses and resolves hardware, software, operating-system, and network-related issues. Responsibilities include installing and configuring applications and equipment, supporting Windows and Android devices, troubleshooting network connectivity, and using remote-support tools to provide timely assistance.

The position also coordinates with centralized IT teams and approved vendors to maintain reliable IT systems, minimize operational interruptions, and ensure a high level of customer service.

• Serve as the primary IT point of contact across multiple sites, providing exceptional customer service and ensuring that critical IT systems remain fully operational.
• Independently troubleshoot and resolve hardware, software, connectivity, and end-user issues through the incident-management system.
• Install, replace, configure, and support:
  • Windows desktops and laptops
  • Label printers
  • Handheld scanners
  • Microsoft Office applications
  • Android devices
  • Mobile device management solutions
• Related peripherals and operational equipment
• Consult with customers regarding end-user computing, desktop systems, and software applications.
• Resolve complex or less-defined technical issues and escalated service requests.
• Coordinate with centralized IT global teams and authorized vendors to resolve incidents and restore services.
• Perform maintenance and support activities involving IT utilities, peripherals, and network hardware.
• Provide second-tier technical support to internal and external customers.
• Document customer contacts, troubleshooting activities, issues, resolutions, and follow-up actions in the incident management system.
• Meet or exceed established service-level agreements and properly escalate unresolved technical issues.
• Maintain and expand technical and industry knowledge through training, technical documentation, and independent research.
• Provide input regarding new applications, features, equipment, usability, and long-term supportability.
• Develop and submit proposed solutions and knowledge-based articles for internal and external documentation.
• Serve as a subject-matter expert for site-related IT issues and operational technology requirements.
• Test and approve new equipment and develop standard hardware specifications for enterprise deployments.
• Coordinate the distribution and deployment of IT equipment throughout the organization.
• Support IT Procurement with equipment approvals, hardware requirements, inventory control, and asset-management activities.
• Travel to assigned sites to evaluate IT readiness and preparedness for peak-season operations.
• Support distribution-center moves, expansions, new-site installations, and technology-deployment activities.
• Perform additional duties as assigned.
• Log service tickets, write detailed incidents reports, and maintain asset configurations.

• Bachelor’s degree in information technology or a related field, or an equivalent combination of education and experience supporting Microsoft desktop technologies.
• 2+ years of experience providing PC technician, field services, or desktop-support services.
• In-depth knowledge of hardware and software installation, configuration, troubleshooting, maintenance, and resolution of Windows desktop-related issues.
• Experience with or knowledge of the following technologies is preferred:
  • Windows system imaging and…