Field Services Engineer

D4C Dental; Niagara Falls; On-site; CAD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated Field Services Engineer to provide hands-on support for complex technical issues. This mobile role involves troubleshooting hardware and software problems, collaborating with a Tier 2 support team, and enhancing their skills through knowledge transfer. You will be instrumental in ensuring seamless resolutions to critical incidents, ultimately contributing to the mission of improving oral health for children. If you have a passion for technology and customer service, this is a fantastic opportunity to make a meaningful impact.

Qualifications

• 3+ years of experience in field service engineering or equivalent technical support.
• Familiarity with hardware installation and configuration.

Responsibilities

• Travel to resolve escalated technical issues on-site.
• Collaborate with Tier 2 support for effective problem resolution.

Skills

Troubleshooting Windows environments

Customer service skills

Networking knowledge

macOS support

Active Directory support

Education

Associate's degree in Computer Science

Bachelor's degree in Information Systems

Tools

IT ticketing system

Microsoft Office Suite

Job description

D4C Dental Brands is currently looking for a Field Services Engineer to provide support in our South Carolina region. Candidates must either reside in South Carolina or be willing to commute to the state to be considered for the position.

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 collaborate closely 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 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 (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 support efficiency.

- 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:

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

Job-Related Skills/Competencies:

- 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 skills, with the ability to collaborate effectively with remote teams and on-site users.

- Valid driver's license.

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

- Experience supporting Active Directory environments is a plus.