IT Field Engineer

Industry Analysts, Inc.; Cleveland (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

Impact Networking is seeking an IT Field Engineer to deliver onsite IT services at client locations, supporting onboarding and project execution while upholding high service standards.

Ideal candidates have 3+ years in IT field services with strong Windows Server, AD, virtualization (VMware/Hyper-V), and cloud experience (Office 365, Azure). You will collaborate with Service Desk/TOC and document work in our ticket system.

Qualifications

• Minimum of 3 years of relevant experience in IT field services.
• Fundamental understanding of Server Administration.
• Experience with Windows Server 2012-2025.
• Active Directory management and maintenance.
• DNS, DHCP, and Remote Desktop Services.
• Understanding of virtualization technologies (VMware, Hyper-V).
• Networking fundamentals: firewalls, switches, storage.
• Experience with Office 365 and Azure cloud solutions.
• Familiarity with ITIL/Service Management concepts.
• Microsoft Fundamentals certification is preferred.

Responsibilities

• Engage in on-site IT service delivery at client locations.
• Support client onboarding and project execution.
• Configure and troubleshoot Windows Server, Exchange, SharePoint, and network devices.
• Document issues and onsite labor in Impact’s ticket system.
• Collaborate with TOC and Service Desk to resolve incidents.
• Maintain relationships with customers and vendors for service quality.
• Pursue manufacturer certifications and participate in ongoing training.

Skills

IT Field Services

Communication skills

Customer service

Problem solving

Time management

Education

Microsoft Fundamentals

CompTIA Network+

CompTIA A+

CompTIA Security+

Tools

VMware

Hyper-V

Active Directory

Windows Server

Office 365

Azure

N-Able

Kaseya

LabTech

Job description

Impact exists because a small group of industry leaders believed companies in our space were doing it wrong. Many prioritized margins while the people doing the work and the clients relying on it became an afterthought. Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first.

What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next.

Job Overview

The IT Field Engineer, internally titled Field Services Engineer (FSE), plays a critical role in ensuring Impact Networking’s clients receive top-tier IT service, support, and implementation. This position requires working in the field, traveling to local customer locations to provide onsite service, maintenance, and project execution while maintaining Impact’s high standards. The FSE will collaborate with internal teams to resolve technical issues, support client onboarding, and ensure seamless IT operations. This role demands both technical expertise and strong interpersonal skills to effectively diagnose and resolve issues while delivering an exceptional customer experience.

Responsibilities

Engage in Business Transformation Assessments (BTA) with an emphasis on discovery, information compilation, and data gathering. This process involves onsite discovery as well as the physical review and documentation of IT assets

The Field Services Engineer will support client technical activities, primarily at the client’s location (onsite). All work at the FSE level will be assigned, reviewed, and approved by the designated Field Services Manager. This role necessitates technical expertise to aid in the implementation of core MIT networking, server, and computer technologies. These responsibilities include the setup and troubleshooting of Windows Server, Hyper-V, VMWare, Exchange, SharePoint, firewalls, switches, BDR solutions, PowerShell, Active Directory, Group Policy configuration, and cloud services such as Office 365, G-Suite, and Azure

Collaborate with the Service Desk and Operations teams to develop and execute client management and maintenance plans, including monthly maintenance and documentation

Work with clients’ line of business vendors on technical requirements as needed

Documents and resolves user computing issues requiring onsite remediation, ensuring customer satisfaction is maintained

Collaborates with the Technical Operations Center (TOC) to resolve user issues, following a structured problem management process

Collaborates with various resources and vendors to provide efficient field support services. This encompasses working with third-party vendors, Line of Business (LoB) application providers, and other divisions within Impact Networking Technology

Timely documentation of issues and onsite labor performed within Impact’s ticket system

Participates in ongoing training and attainment of manufacturer certifications

Cultivates and sustains relationships with customers and engineers, thereby enhancing our company’s positive reputation through outstanding customer service

Maintains relationships with vendor contacts that are beneficial to the company

Adheres to standards for documenting customer network status and activities

Qualifications & Experience

Minimum of 3 years of relevant experience in IT field services

Fundamental understanding of Server Administration

Experience with Windows 2012-2025 Server

Active Directory management and maintenance

DNS, DHCP, and Remote Desktop Services

Understanding of VMWare, Hyper-V and other virtualization technologies

Storage solutions: SAN, NAS, and Shared Storage

Fundamental understanding of Firewalls, switches, and other networking technologies

Cisco Meraki, HP, and other technologies

Backup technologies

Office 365, Azure and other “cloud” solutions

RMM tools such as N-Able, Kaseya or LabTech

Demonstrated experience preferred:

ITIL and Service Management

Knowledge of HaloPSA Platform

Must have working knowledge of event and incident management systems including
support for Incident, Change, and Request for Information requirements.

Strong verbal and written communication skills and a customer-service focus.

Excellent problem-solving skills.

Ability to communicate and work directly with customers to identify and resolve technical issues.

Ability to take initiative.

Ability to work under pressure and manage multiple priorities.

Education/Certifications

Valid driver’s license and proof of insurance

Microsoft Fundamentals certification

Certifications such as:

CompTIA Network+, A+, Security+, ITF+

What Drives Impact

Behaviors define what our core values look like in action. Leaders are expected to model them; teams are expected to live them:

Innovation: We embrace change because innovation lives outside the comfort zone.

Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact.

Honesty: We are fiercely transparent and consistently honest.

Fun: We fuel work with fun, knowing life’s too short for boring.

Low Ego: We champion ideas over titles, because brilliance knows no rank.

One Team: We win as a team, we lose as a team, we are one team.

Compensation

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensures and/or certifications, and other organizational needs.

Impact may offer applicable incentive compensation plans depending on role and/or department.

Full compensation details can and will be discussed with an Impact Talent Acquisition team member at the start of the interview process.

Benefits We Take Pride In

5-year Tiffany & Co. Gift Card or Custom Menswear, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards

Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave

Development and growth opportunities with on-going training & continued education reimbursement

401(K) & retirement plans with complimentary financial advisory services

Comprehensive health, disability, life, dental, and vision plans

Work Authorization & Immigration Sponsorship

Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in select cases based on business need, cost, workforce planning, and applicable government requirements. Impact does not guarantee sponsorship for any visa category and may decline certain petitions based on associated costs or regulatory requirements.

Certain positions within Impact may involve access to information, technology, software, or technical data that is subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Where required by applicable law based on the nature of the role, individuals in such positions must qualify as a “U.S. Person,” as defined by law, or otherwise be eligible to obtain any required government authorizations.

Scholarships for Veterans and their Families

BTA Disaster Grant Donation

BTA established the association’s Disaster Grant Program in 1992 to provide emergency financial support to BTA dealer members who have suffered a loss due to a natural disaster.