Field Services Engineer

Description

D4C Dental Brands is currently looking for a Field Services Engineer.

**Working Conditions/Physical Demands:**

- Office Environment

- Travel required: up to 70%

**Job Summary:**

The Field Services Engineer is a mobile technical expert responsible for providing hands-on support for complex desktop, network, and application issues. This role will closely collaborate with our Tier 2 end-user support team, serving as their field-based escalation point, which is essential for the seamless resolution of critical incidents. This support plays a vital role in fulfilling the company's mission of helping children achieve a lifetime of great oral health.

**Major Duties and Responsibilities:**

- **On-Site Incident Resolution:** Travel to locations to resolve escalated technical issues that cannot be addressed remotely. Troubleshoot and fix hardware, software, network connectivity, and user account problems.

- **Tier 2 Team Collaboration:** Partner effectively with the Tier 2 end-user support team, providing technical expertise, conducting on-site assessments, and facilitating problem resolution while ensuring comprehensive communication and updates on cases.

- **Tier 2 Knowledge Transfer:** Share insights from the field with the Tier 2 team to enhance their remote troubleshooting skills and expand their technical knowledge base.

- **Equipment Installation and Configuration:** Install and configure hardware (such as desktops, laptops, printers, etc.) and relevant software and network settings.

- **Documentation and Reporting:** Maintain detailed records of on-site visits, troubleshooting steps, and issue resolutions within the IT ticketing system to ensure knowledge sharing and efficient support tracking.

- **Project Participation:** Assist with IT projects by performing on-site tasks for hardware deployments, software upgrades, network configurations, or infrastructure changes.

**Education/Credentials:**

- Associate's or Bachelor's degree in Computer Science, Information Systems, or a related field.

**Job-Related Experience:**

- A minimum of 3+ years of experience in a field service engineering role or equivalent technical support experience within an enterprise IT environment.

**Job-Related Skills/Competencies:**

- Demonstrated troubleshooting skills in Windows desktop/laptop environments, common business applications (e.g., Microsoft Office Suite), and foundational networking knowledge.

- Familiarity with macOS operating systems and mobile device support.

- Excellent communication and customer service abilities, with a strong capacity to collaborate effectively with both remote teams and on-site users.

- A valid driver's license.

- Preferred industry certifications include CompTIA A+, Network+, Microsoft certifications, or Apple certifications.

- Experience in supporting Active Directory environments is a plus.