Client Field Services Engineer III

R3 LLC • Boston, MA

just now • Onsite

About The Position

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.

Requirements

• 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
• 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

Nice To Haves

• Required/Preferred certifications include CompTIA A+, Network+, Security+, Microsoft 365/Azure (AZ-104), HDI, ITIL Foundations, MCSA, or equivalent

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 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

Benefits

• Competitive wages to reflect your experience and skills.
• Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
• 401(k) with company match to help you plan for the future.
• Flexible time off policies to ensure you maintain a healthy work-life balance.
• We offer many remote opportunities, allowing you to work wherever you want.
• We are committed to creating a positive impact on society and contributing to a better world--we're involved in our community and encourage our employees to do the same.
• We are reshaping the industry and the way it thinks about technology and service.
• We strive to be better and encourage our employees to do the same by offering training incentives and bonuses to help you and your career grow.
• The opportunity to be a part of an amazing team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level