Senior Field Services Support Engineer

Job#: 3038239

Job Description:

Title: Senior Field Services Support Engineer

Location: Deerfield, IL

Length: 6 month contract (possibility of extension)

Role Summary

This role provides advanced technical support for retail store technology installations, serving as a third-level escalation point for field service technicians. The position requires 3+ years of deep, hands-on experience with onsite retail installations and network hardware troubleshooting, and the ability to diagnose and resolve complex physical and infrastructure issues remotely.

The ideal candidate brings a strong background as a field service technician in retail environments and demonstrates advanced, real-world troubleshooting experience with cabling and hardware tools, along with exceptional remote troubleshooting skills, particularly in high-pressure situations involving active store operations.

Key Responsibilities

Serve as a 2nd to 3rd escalation point for field service technicians and outside vendor support teams supporting retail store installations of IT hardware.

Provide remote technical support for complex physical installation issues, including:

Network cabling and physical connectivity

Electrical and power-related issues

Desktop/workstation hardware

Workstation and POS terminal-related peripherals

Guide field technicians and store personnel through detailed troubleshooting steps via phone, often without visual context.

Leverage prior hands-on, onsite installation experience to diagnose issues efficiently from a remote support role.

Support and troubleshoot environments involving Aruba and/or Cisco network switches at a working/operational level.

Engage professionally with retail store leadership, store staff, and field technicians, maintaining clear communication during time-sensitive or high-stress situations.

Use Excel to support tracking, documentation, and reporting related to installations, issues, and escalations.

Required Qualifications

3+ years of extensive hands-on, onsite experience as a field service technician in retail store environments. Demonstrated expertise with physical, in-store technology installations, including network and electrical cabling, hardware deployment, and advanced troubleshooting of physical layer issues. Proven experience with advanced network hardware troubleshooting, including diagnosing and resolving:

Cable faults and signal loss

Improper terminations

Layer 1 connectivity issues in live environments

Strong hands-on experience using standard field service tools, such as:

Tone generator and inductive amplifier (network cable tracing and validation)

Punch-down tool (network termination and repair)

Multimeter (power validation, continuity testing, fault isolation)

Strong remote troubleshooting skills across:

Network cabling and physical connectivity

Electrical and power issues

Workstations, scanners, and peripherals

Working knowledge of:

Aruba and/or Cisco network hardware

Strong verbal communication skills, with proven ability to clearly explain complex physical or technical concepts over the phone.

Strong proficiency in Microsoft Excel for tracking and reporting purposes:

Create and manage advanced sorting, filtering, and logical functions for large datasets

Pivot tables (filters, slicers, grouping)

Identifying and correcting data errors or inconsistencies (normalization)

Key Competencies

Calm and effective communicator in high-stress scenarios

Strong diagnostic and problem-solving skills

Ability to translate hands-on technical experience into clear remote guidance

Detail-oriented with solid documentation habits

Comfortable working in fast-paced, operational retail environments

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

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