Client Field Services Engineer II

Description

At R3, we are committed to providing our clients with best-in-class solutions for all of their IT needs. We are relentless in our pursuit of excellence and dedicated to providing our clients with unsurpassed quality, service, and value day in and day out. As we continue to grow and innovate, we are seeking passionate and dedicated individuals to join our team. If you’re ready to join our mission of setting the standard for IT excellence, we are looking for a talented Client Field Services Engineer II to join our team.

As a Client Field Engineer II, you serve as R3’s senior onsite technical resource dedicated to supporting your client’s IT environment. You combine advanced technical expertise with exceptional customer service to resolve complex issues, mentor junior engineers, and ensure systems operate smoothly and securely. You work proactively to enhance client satisfaction, maintain professional relationships, and minimize downtime across all client-facing services. 

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 
• Remote patch management of client computers and servers

Tier II Responsibilities: 

• Serve as a technical escalation point for complex or recurring issues 
• Lead advanced troubleshooting and resolution of hardware, software, and network problems 
• Support multiple client projects and initiatives simultaneously 
• Mentor junior Client Field Engineers on technical and client-facing best practices 
• Assist in planning and executing equipment refreshes, upgrades, and deployments 
• Proactively identify recurring client issues and recommend long-term solutions 
• Collaborate with Client Services and Project Management to implement procedural improvements 
• Enhance client satisfaction by ensuring smooth operations and minimizing downtime 

Requirements

• Bachelor’s degree in Computer Science, Information Systems, IT, or equivalent experience 
• Experience with Microsoft Windows 11 desktop operating systems
• 3–5 years of client-facing IT support or field services experience, ideally in an MSP environment 
• Experience in IT support, service desk, or onsite field services roles 
• Strong experience with Windows, Mac OS, Microsoft 365, Azure, Intune, and endpoint devices 
• Intermediate knowledge of networking products and services, including switches, firewalls, and wireless access points 
• Knowledge of TCP/IP networking, Active Directory concepts, and basic internet/email protocols (HTTP, SMTP, SSL) 
• Experience with enterprise incident management systems and helpdesk tools 
• Ability to handle complex issues and escalate appropriately while maintaining strong client relationships 
• Comfortable managing multiple client projects and priorities independently 
• Ability to work onsite full-time at client location and participate in on-call rotation 
• Demonstrated ability to follow IT best practices and procedures while providing excellent client service 
• Preferred certifications include CompTIA A+, Network+, Security+, MCSA, Microsoft 365/Azure-related certifications, HDI, or ITIL Foundations 

Skills: 

• Advanced troubleshooting and problem resolution for hardware, software, and network issues 
• Ability to mentor and guide junior engineers in technical and client-facing best practices 
• Strong client-facing communication and relationship management skills 
• Proactive approach to identifying and resolvi