Field Engineer (Dedicated Team)

Flagler Technologies LLC • Jacksonville, FL

17h • $55,000 - $65,000 • Onsite

About The Position

Flagler Technologies Managed Services is hiring a hands-on Field Engineer to support a dedicated restaurant customer with dozens of locations across Northeast Florida and southeast Georgia. The role is based in the Jacksonville metro area and is field-based, with more than half of some workdays potentially spent driving between restaurant locations and providing on-site service. The engineer works alongside a team lead and another field engineer, and coordinates store visits and coverage with the team.

The engineer first attempts to resolve support requests remotely, then travels to a restaurant when hands-on service is needed. Work includes troubleshooting and replacing restaurant and office technology, maintaining network connectivity, handling hardware swaps and returns, coordinating with vendors, and documenting work in tickets. The territory generally includes locations within about 50 to 60 miles of Jacksonville, though individual trips may exceed 150 miles and weekly mileage may range from about 100 to 1,000 miles or more. Backup coverage for locations farther north in Georgia and South Carolina may also be needed.

The role participates in an on-call rotation covering restaurant operating hours of 6:00 AM to midnight. After-hours responses are uncommon but may occasionally be required. The employee must provide and maintain a reliable personal vehicle suitable for frequent travel and a personal set of basic networking and hand tools. Flagler provides a company computer and required peripherals; a personal cell phone is needed for multi-factor authentication.

Requirements

• Hands-on experience troubleshooting, repairing, and replacing computers, point-of-sale systems, peripherals, and network hardware.
• Working knowledge of basic networking and network cabling, including terminating and testing Ethernet cable.
• Friendly, professional customer-service skills and the ability to communicate effectively with non-technical store employees.
• Ability to work independently, manage a changing schedule across multiple locations, and take ownership of issues through resolution.
• Comfort contacting and coordinating with vendors to resolve hardware issues.
• Careful attention to ticket documentation, accurate time entry, and follow-through.
• Residence in the Jacksonville, Florida metro area.
• Valid driver's license and a reliable, properly maintained personal vehicle suitable for frequent local and regional travel.
• Willingness to travel extensively, including occasional longer trips into Georgia and South Carolina.
• Availability to participate in an on-call rotation supporting restaurant operating hours from 6:00 AM to midnight.
• Ability to safely lift up to 50 pounds.
• Provide and maintain a personal set of basic networking and hand tools: RJ45 and Cat5 crimping tool, punch-down tool, wire strippers, assorted flathead and Phillips screwdrivers, T25 and T17 security Torx bits, tone generator and probe, network cable tester, and cordless drill.
• Personal cell phone for multi-factor authentication.
• Devices used to access company resources must be managed by Flagler Technologies while being used for work.

Nice To Haves

• Experience supporting point-of-sale, restaurant, or retail technology.
• Field-service experience supporting multiple locations across a geographic territory.
• Experience working within a managed services provider or supporting a dedicated customer account.
• Familiarity with ticketing systems and resolving tickets escalated from another support tier.

Responsibilities

• Monitor ticket queues, backlogs, work assignments, and resolution times for stores in the territory.
• Review tickets escalated from the customer's third-party Tier 1 help desk and determine whether an on-site visit is needed.
• Troubleshoot issues by phone with store staff and travel to locations when remote resolution is not possible.
• Troubleshoot and replace in-store hardware, including point-of-sale terminals, kitchen display systems and controllers, back-office computers, displays, headsets, and network equipment.
• Manage hardware swaps, returns, and return merchandise authorizations.
• Work with vendors to resolve hardware issues outside the company's support scope.
• Run, terminate, and test network cabling and help maintain reliable network connectivity in stores.
• Maintain an inventory of small parts and supplies in the vehicle and pick up larger equipment from the local parts location when needed.
• Document work with accurate ticket notes and time entries.
• Provide store staff and customer contacts with updates on open issues and participate in recurring customer meetings as needed.
• Follow established procedures, maintain shared records, and coordinate store visits with the team lead and other field engineer.
• Provide backup coverage for locations farther north in Georgia and South Carolina when needed.

Benefits

• Three weeks of paid time off, with vacation and sick time accrued and subject to manager approval.
• Healthcare options with 75% of the premium covered.
• Dental and vision services.
• Group life insurance.
• 401(k) with up to 4% matching and immediate vesting.
• Professional development support, including training and certification reimbursement.
• Company computer and required peripherals provided.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed