Client Field Services Engineer II

R3 LLC•Arlington, VA

9d•$80,000 - $100,000•Onsite

About The Position

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.

Requirements

Bachelor’s degree in computer science, Information Systems, IT, or equivalent experience
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
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 resolving recurring issues
Confidence working independently across multiple client sites
Commitment to consistently delivering positive client experiences
Strong verbal and written communication
Organizational and documentation 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

Nice To Haves

Preferred certifications include but not limited to: CompTIA A+, Network+, Security+, MCSA, Microsoft 365/Azure-related certifications, HDI, or ITIL Foundations

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
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
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