Client Field Services Engineer III

Description

As a Client Field Engineer III, you are R3’s senior escalation and technical leader onsite for your client. You provide advanced support for complex IT issues, lead large-scale deployments and refresh projects, and proactively identify long-term solutions to recurring problems. You set the standard for professionalism and client-focused service, mentor and guide junior engineers, and drive operational improvements to ensure an outstanding client experience.

This role requires onsite presence at the client’s location, 8 hours per day, 5 days per week, and participation in an on-call rotation as needed.

Responsibilities:

• Respond to client requests and issues via ticketing system and phone, meeting SLA and CSAT targets
• Prioritize tickets based on urgency and criticality
• Escalate tickets as needed for broader network or system issues
• Support end-user software applications, including configuration and usage guidance
• Assist with onboarding and orientation of new users
• Travel onsite to client location to provide end-user support
• Setup, configure, and maintain IT equipment, including printers, computers, AV equipment, peripherals, mobile devices, and tablets
• Maintain inventory and working logs for routine maintenance
• Troubleshoot and repair desktop computers and laptops
• Work hands-on with AV and conference room equipment
• Image and re-image workstations as needed
• Provide remote hands for senior staff in equipment access, migrations, or testing
• Document processes, create visual guides, and maintain ticket records accurately
• Follow IT best practices and procedures to recognize, analyze, and solve problems efficiently

Tier III Responsibilities:

•  Serve as senior escalation point for critical client issues
•  Lead large-scale deployments, refreshes, and on-site projects
• Analyze trends and recurring issues to implement permanent, client-focused solutions
•  Lead knowledge-sharing, process improvement, and documentation initiatives
• Mentor and coach junior and mid-level Client Field Engineers
• Collaborate with leadership to improve service delivery and client satisfaction
• Ensure compliance with SLAs, ITIL best practices, and client contractual obligations
• Model professional, client-focused behavior for all team members

Requirements

Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, IT, or equivalent experience 
• 6–8+ years of client-facing IT support or field services experience, including escalation responsibilities
• Advanced knowledge of endpoints, networking, cloud solutions, and IT security best practices
• Strong experience with Windows, Mac OS, Microsoft 365, Azure, Intune, and endpoint devices
• Experience with enterprise incident management systems, helpdesk tools, and ITIL-aligned processes
• Proven experience mentoring or leading junior and mid-level engineers
• Ability to manage escalations and high-impact client situations while maintaining professionalism and client satisfaction
• Comfortable leading deployments, refreshes, and large-scale client projects
• Ability to work onsite full-time at client location and participate in on-call rotation, including after-hours or weekend support as needed
• Demonstrated ability to follow IT best practices and procedures while delivering excellent client service
• Required/Preferred certifications include CompTIA A+, Network+, Security+, Microsoft 365/Azure (AZ-104), HDI, ITIL Foundations, MCSA, or equivalent

Skills:

• Senior-level troubleshooting, root cause analysis, and proactive problem prevention
• Leadership in client-facing environments and cross-team coordination
• Ability to mentor and guide junior and mid-level engineers
• Strong client-facing communication and relationship management
• Strategic problem-solving and initiative for service improvement
• Ability to manage multiple high-priority assignments across clients
• Commitment to consistently delivering exceptional client experiences
• Advanced verbal and written communication
• Organizational, documentation, and process improvement skills
• Effective collaboration across technical and business teams
• Customer-focused and professional demeanor
• Problem-solving and analytical abilities
• Time management and multitasking proficiency
• Adaptability to changing priorities and evolving technologies

Why join our winning team?

• Competitive wages to reflect your experience and skills.
• Comprehensi