Field Engineer

Service Desk Engineer (L1.5 Field Technician)

Position Summary

We are seeking a Service Desk Engineer to deliver exceptional technical support to a diverse portfolio of managed services clients both remotely and onsite throughout the NY/NJ metropolitan area. This is a highly visible, client-facing role that combines help desk support, field services, and data center operations within a fast-paced managed services environment.

The ideal candidate is a proactive problem solver with strong troubleshooting skills, excellent communication abilities, and a customer-first mindset. Unlike a traditional internal IT role, this position supports multiple client environments across a variety of industries, requiring adaptability, strong organizational skills, and the ability to prioritize competing requests effectively.

Service Desk Engineers serve as the first point of contact for support requests, responsible for triaging issues, resolving Tier 1 and Tier 1.5 incidents, and escalating more complex issues to senior engineering resources. In addition to remote support, this role regularly travels to client locations to provide onsite technical assistance, hardware deployments, workstation setups, and project support.

This is a hybrid position based from a home office with regular travel to client sites throughout the NY/NJ metro area. The role also provides support within a local data center environment, including remote hands services, equipment installations, receiving and shipping hardware, and assisting customers during onsite visits.

Key Responsibilities

• Serve as the first point of contact for client support requests via phone, email, and ticketing systems.
• Respond to incidents and service requests in a timely and professional manner.
• Troubleshoot, diagnose, and resolve Tier 1 and Tier 1.5 technical issues.
• Escalate complex issues to senior engineers with detailed troubleshooting notes and documentation.
• Set clear expectations and maintain regular communication with clients regarding ticket status and resolution timelines.
• Perform onsite support at client locations, including hardware installations, workstation deployments, user assistance, and troubleshooting.
• Configure and deploy desktops, laptops, printers, mobile devices, and related peripherals.
• Maintain accurate ticket documentation, knowledge base articles, and support records.
• Identify recurring technical issues and communicate trends to senior team members.
• Receive, inventory, package, and ship IT equipment and hardware.
• Provide remote hands support within a data center environment.
• Install, remove, and maintain servers, networking equipment, and related infrastructure.
• Maintain a clean, organized, and professional work environment.
• Deliver an exceptional customer experience through professional and effective communication.

Required Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred, but not required.

Experience

• 1+ years of experience providing desktop or technical support to end users.
• Experience working in a Managed Service Provider (MSP) environment is strongly preferred.
• Experience supporting multiple client environments is highly desirable.

Technical Skills

• Strong knowledge of Windows 10 and Windows 11.
• Experience supporting Microsoft Office applications including Outlook, Word, and Excel.
• Microsoft 365 administration and user support.
• Experience setting up and deploying workstations for a variety of end-user environments.
• Understanding of Active Directory administration, including user and group management.
• Basic Windows Server administration experience.
• Hardware troubleshooting experience with desktops, laptops, printers, and mobile devices.
• Experience with PSA/ticketing systems, remote monitoring and management (RMM) platforms, and documentation systems.
• Working knowledge of networking fundamentals including TCP/IP, switches, wireless access points, and firewalls.