IT Site-Field Support Engineer III

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Roles & Responsibilities 

This role supports multiple sites and requires extensive regional travel (approximately 80–100%), with a home base of Thermo Fisher’s Bridgewater, NJ site. 

Provide on-site and remote IT support across multiple company locations within an assigned region, traveling extensively to deliver timely and effective resolutions for users of corporate applications and hardware. 

Support resolution of issues related to business group applications across supported locations. 

Manage Incident and Request queues, including ticket creation, categorization, prioritization, and ownership, ensuring consistent service delivery across the region. 

Assign tickets to respective support groups when escalation is required and coordinate cross-functional support for issues spanning multiple locations. 

Serve as a traveling IT support resource, partnering with local site contacts and centralized IT teams during site visits to resolve issues efficiently. 

Proactively handle follow-up actions for customers without prompting, ensuring resolution validation and customer satisfaction across supported sites. 

Review service metrics and take action to improve operational efficiency, service quality, and the end-user experience across the region. 

Plan and execute scheduled and ad-hoc travel based on incidents, projects, and business priorities, while maintaining close alignment with the Regional IT Manager. 

 

Minimum Requirements 

4 – 6 years of experience in Desktop / IT Service Delivery or Field Services roles providing hands-on end-user support. 

Strong understanding of client/server networks, protocols, common Internet services, Active Directory, and how they work together in a distributed, multi-site environment. 

Demonstrated problem-solving skills with an understanding of OSI layers to identify and resolve root causes. 

Physical Requirements / Work Environment 

• Candidates must successfully pass a pre-employment physical examination. Additionally, ongoing subsequent physical examinations are required at regular intervals to ensure continued fitness for the role. Candidates must have a clean driving record and will be required to pass an initial Motor Vehicle Record (MVR) review as a condition of employment. 
  Annual MVR reviews will be conducted to ensure continued eligibility for the role. 

 

Desired Skills 

Excellent written and verbal communication skills with proven customer management experience supporting geographically distributed and global users. 

Experience working with cross-regional and global IT teams, providing solutions to colleagues and peers across multiple locations. 

Knowledge of IT operations and service delivery with the ability to manage critical situations independently while working in a traveling role. 

Ability to identify opportunities to improve employee experience consistently across sites. 

Strong computer hardware and software troubleshooting skills with a hands-on approach. 

Ability to work collaboratively within a team and act as a trusted regional support part