Senior Client Field Engineer — Onsite Deployments Lead

R3-LL; Washington (District of Columbia); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Competitive wages

Medical, dental, and vision insurance

401(k) with company match

Flex time off

Job summary

R3 is seeking a Client Field Services Engineer III/Help Desk III to join our team. This onsite role provides advanced IT support as the senior escalation point for our client, leading deployments and ongoing improvements.

You will mentor junior engineers and ensure exceptional client service while maintaining SLA adherence. The position requires full-time onsite presence at the client location, 8 hours daily, five days a week, with participation in on-call rotation.

Qualifications

• Bachelor's degree in CS/IS/IT or equivalent experience.
• 6-8+ years of client-facing IT support or field services experience, including escalation responsibilities.
• Advanced knowledge of endpoints, networking, cloud solutions, and IT security best practices.
• Strong experience with Windows, Mac OS, Microsoft 365, Azure, Intune, and endpoint devices.
• Experience with enterprise incident management systems, helpdesk tools, and ITIL-aligned processes.
• Proven experience mentoring or leading junior and mid-level engineers.

Responsibilities

• Respond to client requests and issues via ticketing system and phone, meeting SLA and CSAT targets.
• Prioritize tickets based on urgency and criticality.
• Escalate tickets as needed for broader network or system issues.
• Support end-user software applications, including configuration and usage guidance.
• Assist with onboarding and orientation of new users.
• Travel onsite to client location to provide end-user support.
• Setup, configure, and maintain IT equipment, including printers, computers, AV equipment, peripherals, mobile devices, and tablets.
• Maintain inventory and working logs for routine maintenance.
• Troubleshoot and repair desktop computers and laptops.
• Work hands-on with AV and conference room equipment.
• Image and re-image workstations as needed.
• Provide remote hands for senior staff in equipment access, migrations, or testing.
• Document processes, create visual guides, and maintain ticket records accurately.
• Follow IT best practices and procedures to recognize, analyze, and solve problems efficiently.

Skills

Troubleshooting

Leadership

Mentoring

Client communication

Time management

Cross-team coordination

Adaptability

Education

Bachelor's degree in Computer Science, Information Systems, IT, or equivalent

Tools

Windows

Mac OS

Microsoft 365

Azure

Intune

ITIL

Job description

R3 is seeking a Client Field Services Engineer III/Help Desk III to join our team. This onsite role provides advanced IT support as the senior escalation point for our client, leading deployments and ongoing improvements.

You will mentor junior engineers and ensure exceptional client service while maintaining SLA adherence. The position requires full-time onsite presence at the client location, 8 hours daily, five days a week, with participation in on-call rotation.