Field Service Engineer​/Service Desk Engineer -CT

Job Overview

Position:
Field Service Engineer (Hybrid). Reports to Service Desk Supervisor and/or Service Desk Manager. Division:
Service Desk. FSLA:
Exempt. Office location:
Stamford, CT.

The Field Service Engineer supports customer environments hosted at Omega and on customer premises. Duties include deploying laptops and desktop equipment, providing ongoing maintenance support at client sites, and collaborating with senior Omega technical staff for server, SAN, and network support.

• Troubleshoot and repair PC, laptop, and printer hardware problems.
• Troubleshoot and resolve software-related issues.
• Troubleshoot and fix network-related problems.
• Administer and maintain Microsoft Windows Server installations.
• Administer and maintain network equipment.
• Communicate with customers on recommended problem resolutions.
• Generate reports and status updates on customer IT infrastructure.
• Collaborate with the Omega team on project design to improve customer environment and processes.
• Document problems and associated resolutions in Omega Systems ticketing systems.
• Recommend new products and services to maintain or improve overall stability and performance of customer environments.
• Work with the Omega Service Desk and Omega Data Center team to resolve escalated issues.
• Maintain certifications specific to job requirements as outlined by Omega Systems.
• Lift and transport objects weighing up to 50 lbs.
• Design and develop computer systems based on customer requirements.
• Provide ongoing analysis of customer processes and procedures to identify technical innovation opportunities.
• Install, test, troubleshoot, and repair desktops, laptops, and network equipment.
• Provide support for customer-specific software applications.
• Log, prioritize, assign, track, and respond to incidents and requests in a timely manner.
• Identify and resolve incidents within agreed SLAs, policies, and procedures.
• Monitor incident trends and identify recurring incidents for resolution.
• Ensure all relevant incidents are linked to an appropriate problem.
• Use advanced tools and technical knowledge to remediate customer problems and conduct scheduled installs.

• No direct supervisory responsibility.
• Collaborate with other Omega teams to deliver effective customer support.
• Maintain effective working relationships at all levels by simplifying complex technical messages.
• Act as an advocate of Omega Customer support teams both externally and internally.
• Perform other duties and special assignments as required.

Full-time position. Typical hours:
Monday–Friday, 8AM to 5PM; additional appointments may occur outside this time frame based on customer request.

Environmental:
Operates in a professional office environment and various customer locations, using standard office equipment such as computers and phones.

Travel Requirements:
Travel is required for this position.

• Minimum 3 years of experience in Information Technology.
• Experience in Managed IT Services highly preferred.
• Bachelor’s degree in Information Technology, Network Administration, or related subject preferred.
• Expert level experience troubleshooting Microsoft applications and operating systems.
• Experience administering and supporting Active Directory, Exchange, Office
  365 environments.
• Experience installing and troubleshooting HP, Dell, and Lenovo desktops and laptops.
• Experience installing and troubleshooting HP, Dell, and Lenovo server equipment.
• Experience troubleshooting network devices (switches, wireless, security appliances).
• Ability to multi‑task, problem‑solve, and adapt to change in a fast‑paced environment.
• Ability to complete assigned tasks with minimum guidance and oversight.
• Strong interpersonal communication, time‑management, and multi‑tasking skills required.
• Highly focused customer service mindset.

The Company’s policy provides equal employment opportunities for all applicants and employees. Omega Systems provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, national origin, age, physical or mental disability, veteran status, marital status, sexual orientation, and other protected characteristics. Applicants, as well as employees who are or have become disabled, must be able to perform the essential job functions with or without reasonable accommodation.

The Company shall determine reasonable accommodation on a case‑by‑case basis in accordance with applicable law.