L2 Field Engineer

Job Description

Job Description

We are looking for a full-time IT MSP Field Engineer to join our Technical Services Team , delivering world-class IT support and solutions to our clients. This role offers the opportunity to work remotely while also performing on-site client visits. If you thrive in a dynamic environment, enjoy problem-solving, and have a passion for IT service excellence, this could be the perfect opportunity for you.

About the Role

This position involves a mix of remote IT helpdesk support and on-site client service visits , covering IT device and network setup, troubleshooting, administration, and configuration. You'll also support the remote IT project team , assisting with physical installations of servers, routers, firewalls, switches, and access points (no construction or ladder work required).

Work Schedule

• Monday Friday, 8 AM 5 PM CST (occasional after-hours support for escalations as needed).
• On-call rotation for urgent client issues.
• Remote attendance required for daily team meetings and bi-weekly meetings with the Service Manager .
• Travel to client sites within the DFW region as needed.

Roles & Responsibilities

On-Site & Remote IT Support Handle service tickets, troubleshooting, and system configurations.

Client Engagement Build strong client relationships through exceptional service.

Project Assistance Support project engineers with on-site tasks.

SLA Adherence Ensure timely and effective ticket resolution.

Technical Documentation Maintain accurate client documentation and SOPs.

Required Professional Attributes

Strong customer service mindset with patience and leadership.

Excellent communication skills (written and verbal).

Self-motivated with a strong work ethic.

Ability to learn quickly and adapt to emerging technologies.

Exceptional organization and time management .

Required Technical Skills

Windows PC deployment, configuration, and troubleshooting

Microsoft 365 & Azure administration

Google Workspace administration

macOS and iOS support

Networking (routers, switches, Wi-Fi APs, firewall management SonicWall preferred)

Windows Server (2012 R2, 2016, 2019, 2022) administration Active Directory, Group Policy, permissions

Hyper-V & Azure cloud infrastructure knowledge

Cybersecurity tools (EDR, Windows Defender, Huntress, SentinelOne)

ConnectWise Manage PSA & Automate RMM experience

Axcient DR solutions & data recovery

Success Metrics (KPIs)

High client satisfaction ratings

Consistent compliance with SLAs & policies

Strong peer reviews & technical team collaboration

Efficient service ticket management & accurate timekeeping

Adherence to project timelines and budgets

Ongoing training & certification completion