Field Services Engineer

Location: Ciudad Nezahualcoyotl

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.

Roles and Responsibilities:

- 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;
- Customer Location survey updates (rack elevations, current equipment, etc.);
- 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)

Required

Qualifications & Skills:

- 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 in the Bay Area

Preferred Qualifications:

- 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.