Field IT Support Engineer (L2) (225-625)

The Field IT Support Engineer (L2) is an experienced technical professional who manages and resolves complex IT issues in a variety of field environments. Working closely with the IT team and clients, the L2 engineer provides advanced support and troubleshooting for hardware, software, and network-related incidents. This role demands a high level of technical expertise, problem-solving skills, and the ability to work independently in dynamic settings. As a Field IT Support Engineer, you will be responsible for ensuring client satisfaction through timely and effective support solutions that enhance productivity and efficiency across workstations, remote devices, and network systems.

Responsibilities

• Provide onsite and remote technical support to resolve complex IT issues.
• Diagnose and troubleshoot hardware and software problems effectively.
• Install, configure, and maintain client-side IT equipment and applications.
• Collaborate with Level 1 support teams to escalate and resolve incidents.
• Maintain accurate documentation of service calls and technical issues.
• Conduct regular system audits and upgrades to enhance performance.
• Configure and troubleshoot network connections, including LAN, WAN, and VPN.
• Educate and assist users with technology applications and processes.
• Assist with managing IT inventory and deploying new systems as required.
• Implement security measures to protect data and systems integrity.
• Work collaboratively with internal teams to drive IT projects to completion.
• Stay updated with emerging technologies and incorporate relevant solutions.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum of 3-5 years of experience in IT support or related role.
• Proficiency with Windows, macOS, and Linux operating systems.
• Strong knowledge of network protocols and troubleshooting methodologies.
• Excellent problem-solving skills and a keen attention to detail.
• Ability to communicate technical information clearly to non-technical users.
• Proven track record of managing multiple tasks and adapting to changes.