Field Service Engineer II

Description

As a Field Services Engineer II at R3, you will be the go-to technical expert for on-site support and client-facing IT services. Your role involves delivering advanced troubleshooting, resolving complex hardware and software issues, and ensuring systems are set up, secured, and running efficiently. You’ll work directly with clients to understand their business needs and align technical solutions with their goals.

You will handle service requests that require a high level of technical knowledge, maintain detailed documentation, and serve as a key escalation point for more complex issues. This position requires strong customer service, clear communication, and the ability to manage multiple tasks in fast-paced environments.

You should have experience working independently in the field, be comfortable navigating various operating systems and network environments, and know how to apply best practices in IT security, project coordination, and systems management. Ultimately, your goal is to keep client environments stable, secure, and productive, while representing R3 with professionalism and technical expertise.

This role requires a true road warrior- someone comfortable with frequent travel across Washington, D.C., Maryland, and Virginia. The Field Services Engineer II will regularly be on the move, providing on-site support to clients throughout the region. 

Responsibilities:

• Provide technical support via onsite visits, phone, email, and instant messaging
• Provide support across key operational areas, including account management, incident and problem resolution, hardware/software installation and provisioning, workstation imaging, end-user training, network support, and onboarding/offboarding processes
• Perform advanced troubleshooting for hardware/software issues and escalate when necessary
• Ensure customer satisfaction upon task completion
• Document, communicate, and follow up on tickets promptly to meet SLA requirements
• Serve as an escalation point for Solution Center Engineers and Field Service Engineers
• Configure and troubleshoot a range of technologies including Windows Server, Active Directory, operating systems, antivirus and email security solutions, Microsoft 365, Azure services, Intune, Mobile Device Management (MDM), and other cloud-based platforms
• Collaborate with Client Services and the Project Management Office to document procedures and best practices.
• Ensure the confidentiality, integrity, and availability of client data
• Proactively resolve problems and support implementation efforts

Requirements

Qualifications:

• U.S. Citizenship (required by federal client)
• Bachelor’s degree or equivalent combination of experience and relevant certifications
• Minimum 2–3 years’ experience in service desk role(s) with a focus on client operations and business relationships
• Minimum 2–3 years’ experience with on-site support or deployable technician roles with escalation responsibilities
• Experience managing high-pressure situations with strong problem-solving capabilities
• Working knowledge of both on-premises and cloud-based systems administration
• Comfortable with networking products and computer hardware/software environments
• Certifications (preferred): CompTIA (A+, Network+, Security+); Microsoft (M365, Azure-related); HDI (Help Desk Institute)

Skills:

• Excellent verbal and written communication
• Strong documentation and organizational abilities
• Effective collaboration across technical and business teams
• Outstanding customer service and interpersonal skills
• Proven time management and multitasking capabilities
• Ability to work independently and demonstrate proactive problem-solving
• Adaptable to changing priorities and evolving technologies
• Professional presence and accountability in customer-facing environments

The salary range for this position is $80,000 -$85,000/year.

The base salary range for this position is an estimate and may vary depending on relevant factors, including but not limited to education, experience, certifications, and skillset, as well as internal equity and business considerations. This range reflects base pay only and does not include bonuses, incentives, benefits, or other forms of compensation that may be offered as part of the total compensation package.

R3 is an equal opportunity employer. It has been and will continue to be a fundamental policy of R3 to not discriminate on the basis, of race, color, religion, gender, gender identity, pregnancy, marital status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic