Opening for Field Engineer & Field Lead in New Yok City, NY , Wilbraham, MA, Akron, OH

Job Title: Field Engineer & Field Lead

Location: Wilbraham, MA-01095 & Southborough, MA- 01745 | Akron, OH-44333 | Basehor, KS-66007 & Leavenworth, KS-66048 | New York City, Bronx-NYOnsite 5 days

Mode of Hire: Contract

Job Description:

Key Responsibilities:

• Perform break-fix support for IT hardware (e.g., servers, desktops, laptops, printers, networking devices) and software issues, diagnosing and resolving problems on-site to restore services quickly.
• Conduct on-site installation, configuration, and upgrading of IT equipment, including servers, endpoints, peripherals, and specialized transportation tech (e.g., IoT devices, telematics systems).
• Provide advanced troubleshooting, repairs, and installations on equipment/products, e.g., machinery, networks, or systems at client sites.
• Collaborate with internal teams (e.g., ServiceDesk, Infrastructure Management Services, Cybersecurity, Engineering, and IT Operations) to resolve complex issues and implement preventive maintenance programs.
• Generate dashboards and reports as per schedule with meaningful data and Field Support insights. Provide Continuous Service Improvement suggestions and initiatives to Operations Manager.
• Identify Automation opportunities and intimate to Operations Manager wherever technical opportunities are available.
• Manage requests and issues of VIP users such as VPs and SVPs at customer location within the SLA timelines ensuring best fit solution are provided and executed with no escalations.
• Handle escalated customer inquiries, provide technical guidance and ensure timely resolution to maintain high service levels.
• Troubleshoot and resolve hardware failures (e.g., component replacements like RAM, HDDs) and software glitches (e.g., OS errors, application conflicts, driver issues) using diagnostic tools and best practices.
• Act as the regional point of contact for IT-related incidents, escalating complex issues to remote teams and providing detailed reports on resolutions.
• Represent IT Infrastructure in the assigned region, liaising with local stakeholders, vendors, and business units to address infrastructure needs and ensure compliance with company standards.
• Coordinate with remote teams (e.g., central IT ops, security, and network engineers) for successful integration of new IT infrastructure, including post-installation testing, data migrations, and system handovers.
• Maintain accurate inventory of regional IT assets, perform preventive maintenance, and update documentation (e.g., ticketing systems like ServiceNow) for all activities.
• Ensure adherence to safety protocols, SLAs for response times, and security policies during field operations.
• Travel to sites as required, including after-hours support for emergencies, and participate in on-call rotations.
• Contribute to knowledge sharing by documenting common issues, creating regional reports on health infrastructure, and recommending improvements to remote teams.

Skills:

Technical Expertise:

• Proficiency in hardware assembly/disassembly, cabling, networking basics (e.g., TCP/IP, Wi-Fi setup), and software tools (e.g., diagnostic utilities, imaging software).
• Hands on expertise in End User Computing, Desktops, Laptops, familiarity with cloud integrations (e.g., Azure AD) Mobile Device Management (MDM) like IBM MaaS 360, ITSM Platforms, Microsoft Active Directory, /O365 consolidation, telematics, scheduling systems, and cybersecurity harmonization, Microsoft Intune, MS O365 Suite such as Exchange, OneDrive, Teams, and SharePoint. Good hands-on expertise in Operating System like Windows, Linus troubleshooting, Configuration, Patching Tools, Anti-Virus Management
• Extensive support during Merger and Acquisitions for critical technology integration with the existing IT environment
• Good expertise and hands-on experience in End-User Device Support, Hardware and Software Issue resolution, Break-Fix services such as diagnosing, repairing, and restoring the functionality of physical devices, Restoration of Services within SLA in the event of hardware failures or outages within customer locations.
• Familiarity with Cloud Technologies such as MS Azure and AWS with services, integrations and transportation technologies like (e.g., GPS/RFID systems).
• Strong experience with Microsoft Technologies such as Intune, SCCM, Active Directory, Azure AD, MS O365 Suite.
• Strong problem-solving, customer service orientation, and communication skills for interacting with non-technical stakeholders; ability to manage time-sensitive restorations under pressure.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or a related field. Master's degree or relevant certifications preferred.
• 6-9 years of experience in IT support, with at least 3-4 years in L2 field support roles
• Certifications: Microsoft Certified Modern Desktop Administrator Associate