FieldTech @ Infinite Computer Solutions

Job description

Senior Field Engineer - Level 2

Role LevelExperience

L2 Field Engineer5-7 years

Role Summary

The L2 Field Engineer owns complex on-site incidents and service requests across a regional hub. The role performs advanced endpoint troubleshooting, supports clinical and specialty workstations at the endpoint layer, coordinates OEM and cross-tower resolution, and coaches L1 engineers while protecting patient-care continuity.

Key Responsibilities

• Resolve escalated Windows, macOS, mobile, peripheral, printing, authentication, VPN, application-launch and endpoint-connectivity issues using structured troubleshooting.
• Lead diagnosis of recurring or high-impact break/fix issues; collect logs, isolate root cause, implement approved remediation and engage Endpoint Engineering, networking, security or OEM teams.
• Own P1/P2 and VIP field incidents within the assigned hub, providing rapid on-site response, clear status communication, workaround coordination and closure validation.
• Execute advanced IMACD and deployment activities, including data migration, profile restoration, complex device replacement, clinical-cart configuration and multi-device work within approved thresholds.
• Validate SCCM/MECM, Intune, Autopilot and JAMF outcomes at the endpoint; troubleshoot enrollment, policy, application, driver, encryption and patch-compliance failures before escalation.
• Provide endpoint-layer support for radiology, radiation-therapy and other specialty workstations within approved boundaries; coordinate with biomedical, modality and application vendors.
• Perform smart-hands activities for network teams, including switch/access-point checks, patch-panel validation and controlled actions under documented direction. Do not perform network design or unauthorized configuration changes.
• Coordinate warranty/RMA activity, hardware swaps, loaners and OEM follow-up while retaining ownership of user communication and ticket progress.
• Lead refresh-wave and go-live tasks at assigned sites, validate readiness, track exceptions and ensure asset/CMDB records are updated.
• Review L1 ticket quality, provide coaching, create or improve knowledge articles, SOPs and runbooks, and identify candidates for remote resolution or automation.
• Support stock-room controls, spares availability, cycle counts, audit reconciliation and secure disposal workflows.
• Participate in on-call and emergency operations, including command-center support, downtime endpoint readiness and post-event recovery.

Required Skills and Qualifications

• 5-7 years of enterprise deskside or field engineering experience, including ownership of escalated incidents.
• Strong Windows 10/11 and macOS troubleshooting; practical knowledge of Active Directory/Entra ID, Microsoft 365, VPN, endpoint security and TCP/IP troubleshooting.
• Hands-on experience with ServiceNow, BeyondTrust and at least two of SCCM/MECM, Intune, Autopilot, JAMF or SysTrack.
• Experience with imaging, deployments, data migration, asset lifecycle, CMDB updates, OEM warranty coordination and stock-room operations.
• Ability to diagnose clinical workstation and peripheral issues without crossing into biomedical-device repair or application back-end support.
• Clear technical writing and stakeholder communication. Experience in healthcare, hospitals or other regulated 24x7 environments strongly preferred.
• Bachelor degree or equivalent experience. ITIL 4 Foundation, Microsoft 365 Endpoint Administrator, Apple/JAMF, CompTIA Network+ or similar certification preferred.

Performance Expectations

• Meet priority response and resolution commitments, with strong first-time-fix performance.
• Reduce repeat incidents through root-cause identification, knowledge capture and L1 coaching.
• Maintain accurate ServiceNow, asset, CMDB, RMA and deployment records.
• Execute field activity without introducing security, patient-safety, patch or change-control risk.

Working Conditions

• On-site work at hospitals, clinics, offices, depots and affiliated facilities across South Carolina.
• Schedules may vary by hub. Tier 1 hospital coverage operates within a 07:00-19:00 ET window, with scheduled on-call outside that window.
• Participation in 24x7 coverage during declared emergencies, disasters, cyber incidents, weather events and other major operational events.
• Regular local/regional travel and occasional extended-site dispatch; valid driver license, reliable transportation and ability to meet client badging requirements.
• Ability to lift, carry and install typical endpoint equipment and work in communications closets, stock rooms and active clinical environments.
• Employment is subject to applicable background screening, drug testing, immunization, identification, privacy and security requirements for the assigned work location.