Field Service Engineer

Seniority level

Entry level

Full-time

Information Technology

Computer Hardware Manufacturing

• Serve as the primary point of contact for internal support requests through platforms such as Service Now or Jira.
• Provide Tier 2/Tier 3 troubleshooting for hardware, software, network, and operating system issues across Windows, macOS, and Linux environments.
• Diagnose, resolve, and escalate incidents related to system performance, access, or connectivity in alignment with SLA targets.
• Collaborate with Engineering, Networking, Quality, and Reliability teams to resolve complex technical issues and ensure seamless escalation workflows.
• Monitor system alerts and dashboards, proactively identifying potential issues before they affect operations.
• Create and maintain detailed knowledge base articles, SOPs, and runbooks for recurring incidents and preventive maintenance. Convert Field Engineering training documents into user‑ and trainer‑friendly SOPs.
• Responsible for training new hires and existing team members on all new products. Partner with Field Engineers, New Product Development, and Quality Engineering teams.
• Provide Service Desk support across Verizon and future customers.
• Track incidents, resolutions, and trends to drive continuous improvement in support efficiency and operational reliability. Provide customer reporting as needed.
• Support the onboarding of new customers to ZT and the Service Desk, including customer hardware training, lab setup, Service Now integration, and customized reporting.
• Troubleshoot Layer 1–3 network issues, assisting with VLAN configuration, port testing, and connectivity validation.

• Strong analytical and problem‑solving skills with exceptional attention to detail.
• Ability to work independently and collaboratively in fast‑paced environments.
• Knowledge of server architecture, system‑level design engineering, and an understanding of shared infrastructure management.
• Excellent communication skills for cross‑functional coordination and documentation.
• Demonstrated ability to manage multiple projects, setting priorities and managing to commit schedules.
• Ability to travel to customer data centers.
• Certifications in Linux, networking, or data center technologies (e.g., CompTIA Server+, CCNA, or equivalent).
• Engineering degree.
• 2+ years in hardware testing and break/fix, and 2+ years in IT remote support.

• The ability to lift up to 50 pounds when necessary.
• The ability to safely climb ladders when necessary.
  * The ability to wear personal protective gear correctly when necessary.*