Field Support Engineer

Field Support Engineer

Department: Corporate/Administrative

Employment Type: Full Time

Location: Baton Rouge, LA

Reporting To: Sean Brown

Description

Waggoner Engineering, Inc., a part of the larger Trilon family of companies, is hiring a Field Support Engineer for our Baton Rouge, LA office. The Field Support Engineer plays a key role in delivering that vision by ensuring employees across our offices have a seamless, productive, and empowering technology experience.

Field Support Engineers are the hands-on face of IT within Trilon offices. This role is more than troubleshooting or escalation resolution; it is about helping people do their best work through technology. From onboarding new employees to supporting office moves, hardware lifecycle events, and partner integrations, Field Support Engineers are trusted advisors who keep Trilon connected, confident, and future ready.

You will work closely with enterprise IT teams, helpdesk operations, and local leadership to deliver a world-class digital workplace that blends reliability, innovation, and excellent service.

Your Primary Responsibilities will include

• Onsite IT Support and Service Delivery
  • Serve as the local, hands-on IT presence in Trilon offices, ensuring employees receive timely and effective support; this includes remote support to Tier 2/3 offices
  • Partner with the helpdesk team to resolve escalated issues and proactively address local IT needs
  • Support office relocations, acquisitions, and new office setups, ensuring infrastructure, endpoints, and collaboration tools are deployed correctly
  • Provide onsite flex support during partner integrations and major IT or business project transitions
• Employee Enablement and Experience
  • Deliver seamless technology experiences for onboarding and offboarding, including account provisioning, hardware setup, and access configuration
  • Conduct in-person or virtual training sessions on Trilon's core technologies to improve adoption and enhance digital maturity
  • Act as a trusted point of contact between employees and IT leadership, capturing feedback and identifying opportunities for improvement
  • Champion a culture of productivity, digital enablement, and excellent customer service within the local office
• Hardware, Systems, and Infrastructure Management
  • Manage the full hardware lifecycle, including procurement, installation, maintenance, and refresh of laptops, peripherals, and mobile devices
  • Install, configure, and troubleshoot edge infrastructure such as networking, servers, and local systems in partnership with L3 engineering teams
  • Ensure meeting rooms, collaboration spaces, and local IT systems remain operational, reliable, and up to standard
• Documentation and Standardization
  • Maintain IT knowledge base documentation and contribute to consistent service delivery playbooks
  • Document unique applications, workflows, and processes within regional offices and recommend standardized enterprise solutions when appropriate
  • Share lessons learned and best practices with peers and IT leadership to promote service consistency across Trilon offices

What you'll need

• 3 to 5 years of experience in IT support, field services, or workplace technology roles
• Strong knowledge of Microsoft 365, Windows, macOS, Active Directory, and endpoint management tools
• Familiarity with collaboration platforms, meeting room technologies, and workplace networking
• Experience supporting onboarding, hardware provisioning, and office IT setup
• Willingness to work on the weekend and off hours as needed
• Ability to install and troubleshoot edge infrastructure with guidance from L3 engineering teams
• Strong communication and customer service skills with the ability to train and enable employees effectively
• Excellent troubleshooting and problem-solving abilities with a proactive, customer-first mindset
• Bachelor's degree in Information Systems or a related field preferred
• Relevant certifications such as CompTIA A+, Microsoft, or ITIL Foundation are a plus
• Will require periodic travel between regional offices to deliver onsite services under Trilon's IT support model
• Must be in a designated region and based in a Tier 1 or Tier 2 Trilon office to provide hands-on leadership and engagement

Why Join Our Team

We know work isn't only about what you do, it's also about who you work for and with! Waggoner Engineering provides a fun, family-friendly, and multicultural work environment that supports a work life balance, including:

• WEI Incentive Program
• Healthy Workplace Program
• Employee Referral Bonus
• Competitive Health Benefits
• Career Development and Training
• Flexible/Hybrid Schedule
• Community Service Opportunities
• Worldwide Travel Assistance

Waggoner Engineering, Inc. is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.