IT Engineer - Field Operations

About the role

This role provides L2 and L3 technical support for field-related incidents and service requests across multiple sites. You will troubleshoot hardware, software, network connectivity, and specialized onsite equipment such as POS systems, local servers, and IP cameras. You will perform diagnosis, repair, and replacement of faulty IT equipment, manage local spare-parts inventory and logistics, and serve as the technical point of contact during major site incidents.

Key responsibilities

• Provide L2 and L3 technical support for all field-related incidents and service requests, including troubleshooting hardware, software, network connectivity, and specialized onsite equipment
• Perform timely diagnosis, repair, and replacement of faulty IT equipment, while managing local spare-parts inventory and logistics
• Accurately document all support activities, resolutions, and technical findings in the IT Service Management (ITSM) system
• Serve as the technical point of contact during major site incidents, ensuring clear communication and rapid service restoration
• Conduct regular preventive maintenance on local network closets, servers, and endpoint devices to ensure systems are patched, secure, and optimized
• Execute standardized deployments for new site openings, technology refreshes, and site closures/decommissioning
• Manage local user accounts, access controls, and security policies in alignment with central IT Security directives
• Work closely with central Infrastructure and Networking teams on remote diagnostics, troubleshooting, and scheduled upgrades
• Maintain accurate inventory records of all IT assets at assigned field locations, tracking lifecycle from deployment through disposal
• Create and update technical documentation, knowledge base articles, and site-specific runbooks to support local staff

About you

• 3+ years of hands-on experience in IT Support, Field Service Engineering, or Systems Administration in a multi-site environment
• Strong proficiency in diagnosing and resolving PC/laptop hardware issues, Windows 10/11, and common enterprise applications
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, basic routing and switching) and remote access technologies (VPN)
• Experience supporting specialized field equipment such as POS systems, printers, and industrial scanners
• Familiarity with Active Directory administration and basic server maintenance/virtualization (VMware or Hyper-V)
• Excellent customer service, communication, and interpersonal skills, with the ability to explain technical issues to non-technical users
• Strong ability to work independently, prioritize effectively, and manage time in a dynamic environment
• Willingness to travel to assigned sites for installations, break-fix support, and maintenance activities