Field Engineer - MSP

Field Engineer

As a Field Engineer at our Managed Service Provider (MSP), you will play a critical role in delivering reliable, high-quality technology solutions and exceptional customer service to our clients. Our services include managed IT support, remote monitoring and management (RMM), communications systems, VoIP phone systems, security cameras, network infrastructure, cybersecurity, and cloud technologies.

In this role, you will work both on-site and remotely to install, configure, maintain, troubleshoot, and optimize client IT environments. Success requires strong technical expertise, excellent communication skills, and a commitment to providing an outstanding client experience.

Key Responsibilities

1. On-Site Technical Support

• Travel to client locations to install, configure, maintain, and support a wide range of IT systems and infrastructure.
• Diagnose and resolve hardware, software, and networking issues efficiently.
• Complete on-site work with minimal disruption to client operations.
• Perform preventative maintenance and proactively identify opportunities for improvement.

2. Remote Monitoring & Management (RMM)

• Monitor client systems using RMM and monitoring platforms.
• Respond promptly to alerts and incidents, diagnosing and resolving issues remotely whenever possible.
• Escalate and document issues appropriately when additional resources are required.

3. Client Service & Communication

• Build and maintain strong relationships through exceptional customer service and professionalism.
• Communicate technical concepts clearly to both technical and non-technical users.
• Provide timely updates and set appropriate expectations throughout the support process.

4. Technology Deployment & Configuration

• Install, configure, and support:
  • VoIP and communication systems
  • Security camera systems
  • Network equipment
  • End-user devices and peripherals
• Ensure all deployments meet client requirements, security best practices, and industry standards.

5. Network Infrastructure

• Deploy and support routers, switches, firewalls, wireless access points, and related networking equipment.
• Perform network diagnostics, troubleshooting, optimization, and performance tuning.
• Assist with infrastructure upgrades, migrations, and expansion projects.

6. Documentation

• Maintain accurate and detailed documentation of service activities, configurations, and client environments.
• Record work performed in the PSA/ticketing system to support billing, reporting, and knowledge management.
• Update network diagrams and technical documentation as environments evolve.

7. Training & Team Collaboration

• Provide end-user training and guidance on supported technologies and best practices.
• Share technical knowledge and lessons learned with teammates to improve overall service delivery.
• Participate in internal training and continuous professional development.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• Relevant industry certifications such as:
  • CompTIA A+
  • Network+
  • Security+
  • Microsoft certifications
  • Cisco certifications
  • Other relevant vendor certifications
• Experience supporting and deploying business IT infrastructure in a field or MSP environment.
• Proficiency with Remote Monitoring & Management (RMM) platforms and network monitoring tools.
• Strong understanding of:
  • Windows environments
  • Microsoft 365
  • Networking fundamentals
  • VoIP systems
  • Security cameras
  • Firewalls and wireless networking
  • Basic cybersecurity best practices
• Excellent troubleshooting and analytical skills.
• Strong verbal and written communication abilities.
• Proven customer service mindset with a professional and positive attitude.
• Ability to work independently while collaborating effectively with a team.
• Valid driver's license and willingness to travel to client locations as needed.