Sr. Field Services Engineer

About Brightway Living & Learning

Brightway Living & Learning is a premier non-profit provider of human services on Long Island, including educational, residential, day habilitation, and vocational programs. Building on a 65-year legacy as the Developmental Disabilities Institute (DDI), Brightway supports over 1,600 children and adults with autism and other developmental disabilities through a full continuum of care. By employing persistence, adaptability, and the power of behavioral science, Brightway's dedicated professionals enable individuals to grow, learn, and meet milestones at their own pace.

Discover more about our mission and our "All Ways Forward" approach .

This role is all about being the helpful guide and hands-on expert for people navigating their daily technology as well as being a role model and leader for a team of field engineers. You'll be on both the front lines and behind the scenes, acting as the go-to technology problem-solver and enabler, so others can stay productive and focused on their work.

You'll use your experience with help desk systems to track and resolve issues reported by employees, making sure their requests are handled efficiently from start to finish. You'll get hands-on with all sorts of equipment – from package deployments, setting up new laptops and mobile phones to fixing printers and troubleshooting software glitches. Sometimes you'll guide someone over the phone, other times you'll be on-site across Long Island, installing equipment or resolving issues in person.

Beyond fixing things, you'll also be helping people help themselves by creating easy-to-understand guides and sometimes providing basic training. You'll tap into your knowledge of networking, account systems, and various hardware brands to diagnose problems effectively and keep the lights on, technically speaking.

This position requires you to be organized, able to juggle different tasks independently, and communicate clearly, whether you're explaining a solution or documenting your work. You'll play a part in maintaining system security and keeping up with new technology to ensure you can always provide the best support. While you'll handle many issues yourself, you'll also know when to reach out to colleagues or vendors for complex challenges.

Being part of an on-call rotation means you'll occasionally provide support outside standard hours, ensuring people always have the tech assistance they need.

Essentially, you're a crucial part of the team that keeps everyone connected, operational, and less stressed about technology, allowing the whole organization to function smoothly.

• Lead and assist with all levels of hardware/software configuration, deployment, troubleshooting, and lifecycle maintenance for desktops, laptops, mobile devices, and peripherals.
• Perform timely recognition, isolation, troubleshooting, resolution of all technical issues and follow-up of submitted help desk tickets. Include detailed documentation of support provided.
• Perform upgrades, routine maintenance and troubleshooting of varying hardware and software at all locations both onsite and remotely.
• Provide rapid, high-quality onsite, telephone, email, and remote technical support for enterprise hardware, software, and critical networking equipment including but not limited to routers, switches, wireless controllers, access points, telephone system.
• Installation, configuration and repair of desktop and network printers, desktop computers & laptops and peripherals at all locations.
• Intermediate administration of asset Inventory, Azure, Adobe, Zoom and other applications
• Recognize and elevate difficult technical issues within the organization or to external vendors.
• Work with support and/or product development personnel to troubleshoot and work around product issues.
• Formulate clear Knowledge Base (KB) articles, instructional materials, and updated help desk documentation to support continuous user training initiatives.
• Responsible for adhering to company established security procedures and assisting with security-related updates and/or patches.
• Proactively stay up to date with all the latest technologies.
• On-call rotation required.
• Performs other job-related duties as required.

• Associates degree with a minimum of 3 years of post-education IT work experience mandatory.
• 3 years’ experience that includes multi-site infrastructure architectures, operational support, hands-on implementation and configuration of…