Field Service Engineer II

Description

At R3, we are committed to providing our clients with best-in-class solutions for all of their IT needs. We are relentless in our pursuit of excellence and dedicated to providing our clients with unsurpassed quality, service, and value day in and day out. As we continue to grow and innovate, we are seeking passionate and dedicated individuals to join our team. If you’re ready to join our mission of setting the standard for IT excellence, we are looking for a talented Field Service Engineer II to join our team. 

As a Field Services Engineer II, you provide advanced, client-facing technical support across multiple client environments. You combine technical expertise with excellent customer service to ensure client systems are installed, secured, and running efficiently. You are responsible for resolving complex issues promptly, mentoring junior team members, maintaining professional communication, and leaving every client interaction positive and productive. 

This position may require onsite client visits or support, participation in on-call rotations, and occasional after-hours or weekend work as needed. 

 Responsibilities: 

• Provide technical support via onsite visits, phone, email, and instant messaging while maintaining a positive client experience 
• Troubleshoot hardware, software, and network issues, including break/fix resolution 
• Procure, install, configure, provision, and maintain hardware, software, licensing, and peripherals 
• Support workstation imaging, refreshes, and end-user training 
• Assist with onboarding and offboarding of end users 
• Document, communicate, and follow up on tickets promptly to meet SLA requirements 
• Ensure clients are fully satisfied and systems are functional before leaving each assignment 
• Serve as a technical escalation point for Solution Center Engineers when necessary 
• Configure and troubleshoot technologies including Windows Server, Active Directory, Windows and Mac OS, laptops, desktops, anti-virus, email security, and Microsoft 365 applications 
• Adhere to IT security best practices and protect client data confidentiality, integrity, and availability 
• Collaborate with Client Services and Project Management teams to support implementations and process improvements 

Tier II Responsibilities: 

• Serve as a technical expert for complex or escalated client issues, ensuring a positive client experience 
• Lead advanced troubleshooting and resolution for hardware, software, and networking problems 
• Independently support multiple client environments, maintaining professionalism and high service standards 
• Participate in planning and executing technology refreshes and new deployments 
• Mentor Tier 1 Field Services Engineers on technical skills and client-facing best practices 
• Document, communicate, and maintain technical procedures, standards, and back-out instructions 
• Take ownership of recurring client issues and propose long-term solutions 
• Coordinate with Project Management Office on special projects and implementations 

Requirements

Qualifications: 

• Bachelor’s degree in Computer Science, Information Systems, IT, or equivalent experience and certifications 
• 3–5 years of relevant field services, client support, or IT operations experience 
• Experience in IT support, service desk, or on-site field services roles 
• Intermediate knowledge of networking products (firewalls, switches, wireless access points) 
• Knowledge of hardware, endpoints, operating systems, and cloud solutions (Windows, Mac OS, Microsoft 365, Azure) 
• Experience with enterprise-level incident management and helpdesk systems 
• Strong customer service, communication, and documentation skills 
• Demonstrated ability to handle escalations while maintaining excellent client relationships 
• Ability to manage multiple tasks and prioritize in fast-paced environments 
• Comfortable working independently and onsite at client locations as required 
• Willingness to participate in on-call rotations and provide after-hours or weekend support 
• Certifications preferred: CompTIA (A+, Network+, Security+), Microsoft (M365, Azure), HDI 

Skills: 

• Advanced troubleshooting and problem resolution 
• Ability to train and mentor junior team members 
• Strong client-facing communication and relationship management 
• Proactive approach to identifying and resolving systemic issues 
• Confidence working independently across multiple client sites 
• Strong verbal and written communication 
• Organizational and documentation skills 
• Effective collaboration across technical and business teams 
• Customer-focused and professional demeanor 
• Time management and multitasking proficiency 
• Adaptable to changing priorities and evolving technologies 

Why join our winning team?

• Competitive wages to reflect your experience and skills.
• Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
• 401(k) with company match to help you plan for the future.
• Flexible time off policies to ensure you maintain a healthy work-life balance.
• We are committed to creating a positive impact on society and contributing to a better world--we're involved in our community and encourage our employees to do the same.
• We are reshaping the industry and the way it thinks about technology and service.
• We strive to be better and encourage our employees to do the same by offering training incentives and bonuses to help you and your career grow.
• The opportunity to be a part of an amazing team.

The salary range for this position is $70,000 -$80,000/year. The base salary range for this position is an estimate and may vary depending on relevant factors, including but not limited to education, experience, certifications, and skillset, as well as internal equity and business considerations. This range reflects base pay only and does not include bonuses, incentives, benefits, or other forms of compensation that may be offered as part of the total compensation package. R3 is an equal opportunity employer. It has been and will continue to be a fundamental policy of R3 to not discriminate on the basis, of race, color, religion, gender, gender identity, pregnancy, marital status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state, and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, and termination.