JOB SUMMARY:

The Senior Field Services Engineer is a highly-skilled technical expert, serving as the ultimate escalation point for complex hardware and software issues within our Tier 2 end-user support team. This role involves on-site troubleshooting, incident resolution, and collaboration with other IT teams to ensure exceptional support for our corporate offices and practices nationwide. This support is crucial to the delivery of the company’s mission of helping children achieve a lifetime of great oral health.

EDUCATION/CREDENTIALS:

• Bachelor's degree in Computer Science, Information Technology, or a related field.

JOB RELATED EXPERIENCE:

• Minimum of 5 years of hands-on field service engineering experience in an enterprise IT environment.

JOB-RELATED SKILLS/COMPETENCIES:

• Deep expertise in troubleshooting complex Windows and macOS desktop/laptop hardware and software issues.
• Advanced understanding of networking principles, printer troubleshooting, and mobile device management (MDM).
• Proven ability to work independently, manage complex projects, and prioritize under pressure.
• Excellent problem-solving, analytical thinking, and diagnostic skills.
• Valid driver's license
• Industry certifications (CompTIA A , Network , Microsoft certifications, Apple certifications), preferred.
• Experience with IT infrastructure components (servers, switches, storage, etc.), a plus.
• Knowledge of ITIL framework and best practices.

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Office Environment.
• Travel up to 75%.

MAJOR DUTIES AND RESPONSIBILITIES:

• Advanced On-Site Troubleshooting: Travel to corporate locations to diagnose and resolve escalated hardware, software, network, and application issues that cannot be resolved remotely.

• Tier 2 Technical Escalation: Provide expert technical consultation and resolution for complex incidents escalated by the Tier 2 support team, ensuring timely and effective solutions.
• Root Cause Analysis and Preventative Solutions: Analyze recurring issues escalated to the field, identify root causes, and collaborate with other IT teams to implement long-term solutions and preventative measures.
• Knowledge Transfer and Mentorship: Share in-depth technical knowledge with the Tier 2 team through coaching, training sessions, and comprehensive documentation to enhance their problem-solving skills.
• Project Support: Collaborate on IT projects involving hardware deployments, software upgrades, network configurations, or infrastructure changes in the field.
• Vendor Management: Interact and coordinate with hardware and software vendors for advanced troubleshooting scenarios, warranty management, and escalation when needed.
• Process Improvement: Proactively identify inefficiencies in on-site support and field service processes and recommend solutions for optimization.

OTHER DUTIES:

This job description reflects management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.