Field Services Engineer

Built on service. Powered by people.   Impact exists because a small group of industry leaders believed companies in our space were doing it wrong. Many prioritized margins while the people doing the work and the clients relying on it became an afterthought. Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first.   What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next.  Overview The Field Services Engineer (FSE) plays a critical role in ensuring Impact Networking’s clients receive top-tier IT service, support, and implementation. This position requires working in the field, traveling to local customer locations to provide onsite service, maintenance, and project execution while maintaining Impact’s high standards. The FSE will collaborate with internal teams to resolve technical issues, support client onboarding, and ensure seamless IT operations. This role demands both technical expertise and strong interpersonal skills to effectively diagnose and resolve issues while delivering an exceptional customer experience.  Our North Star: Client Centricity  
Responsibilities 

• Engage in Business Transformation Assessments (BTA) with an emphasis on discovery, 
  information compilation, and data gathering. This process involves onsite discovery as well as the physical review and documentation of IT assets.
• The Field Services Engineer will support client technical activities, primarily at the client's location (onsite). All work at the FSE level will be assigned, reviewed, and approved by the designated Field Services Manager. This role necessitates technical expertise to aid in the implementation of core MIT networking, server, and computer technologies. These responsibilities include the setup and troubleshooting of Windows Server, Hyper-V, VMWare, Exchange, SharePoint, firewalls, switches, BDR solutions, PowerShell, Active Directory, Group Policy configuration, and cloud services such as Office 365, G-Suite, and Azure.
• Collaborate with the Service Desk and Operations teams to develop and execute client 
  management and maintenance plans, including monthly maintenance and documentation.
• Work with clients’ line of business vendors on technical requirements as needed.
• Documents and resolves user computing issues requiring onsite remediation, ensuring customer satisfaction is maintained.
• Collaborates with the Technical Operations Center (TOC) to resolve user issues, following a 
  structured problem management process.
• Collaborates with various resources and vendors to provide efficient field support services. This encompasses working with third-party vendors, Line of Business (LoB) application providers, and other divisions within Impact Networking Technology.
• Timely documentation of issues and onsite labor performed within Impact’s ticket system.
• Participates in ongoing training and attainment of manufacturer certifications.
• Cultivates and sustains relationships with customers and engineers, thereby enhancing our company's positive reputation through outstanding customer service.
• Maintains relationships with vendor contacts that are beneficial to the company.
• Adheres to standards for documenting customer network status and activities.

Qualifications & Experience

• Minimum of 3 years of relevant experience in IT field services
  • Fundamental understanding of Server Administration
  • Experience with Windows 2012-2025 Server
  • Active Directory management and maintenance
  • DNS, DHCP, and Remote Desktop Services
  • Understanding of VMWare, Hyper-V and other virtualization technologies
  • Storage solutions: SAN, NAS, and Shared Storage
  • Fundamental understanding of Firewalls, switches, and other networking technologies
  • Cisco Meraki, HP, and other technologies
  • Backup technologies
  • Office 365, Azure and other “cloud” solutions
  • Mobile operating systems (IOS, Android, Windows)
  • RMM tools such as N-Able, Kaseya or LabTech
• MSP experience preferred
• Demonstrated experience preferred:
  • ITIL and Service Management