Field Services Engineer

IntermixIT•Pittsburgh, PA

13d•Onsite

About The Position

IntermixIT is a managed IT services and cybersecurity provider supporting small and mid-sized organizations with proactive, reliable, and business-aligned technology solutions. We focus on clear communication, consistent service, and long-term partnerships that help clients stay secure, productive, and prepared for what’s next. At IntermixIT, we provide innovative IT strategies that empower your business to overcome challenges, achieve goals, and stay ahead of the competition. The Field Services Engineer is a technical service delivery role responsible for performing scheduled onsite work at client locations, completing approved MAC and small-scope implementation work, and providing reactive service desk support when not engaged in scheduled field activity. This role helps extend technical coverage to the client environment while maintaining accurate documentation, strong communication, and clean handoffs between reactive, MAC, and project-related work. To deliver high-quality onsite technical service and scheduled client work while also contributing to ticket resolution during unscheduled time, improving responsiveness for clients without unnecessarily pulling dedicated project resources into reactive work. Please complete the Culture Index survey as part of your application: IntermixIT

Requirements

3-5 years of experience in a managed service provider environment
Strong client-facing communication
Ability to work independently onsite
Technical troubleshooting across common endpoint and infrastructure issues
Strong documentation habits
Good judgment in work classification
Ability to balance scheduled and reactive work
Scheduled onsite work is completed on time and within scope
Tickets are documented and coded accurately
MAC work is routed and recorded properly
Client communication is timely and professional
Documentation is updated after work is completed
Handoffs are complete and not blind

Responsibilities

Perform scheduled onsite technical work at client locations
Execute hands-on support, device work, implementation support, and environment changes within approved scope
Communicate arrival, status, blockers, and completion details clearly to internal teams and clients
Represent the company professionally during onsite engagements
Complete approved move, add, change work in alignment with scope and scheduling
Ensure MAC work is correctly classified and routed outside of standard agreement-covered reactive work when appropriate
Document changes made to the client environment
Coordinate with service desk, dispatch, or project resources when MAC work expands in scope
Work service tickets when not scheduled for onsite or MAC work
Troubleshoot and resolve user, endpoint, and infrastructure-related issues within skill and authorization limits
Maintain complete ticket notes, time entries, and proper ticket coding throughout the ticket lifecycle
Escalate or transfer work appropriately when the issue belongs to another queue or work type
Update client documentation based on work performed
Record configuration changes, asset details, and relevant environment information
Ensure documentation supports future ticket handling and improves team efficiency
Coordinate with service desk, coordinators, and other team leads when work needs to move between reactive, MAC, and project workflows
Avoid blind transfers by ensuring context follows the work
Communicate clearly when work exceeds the role’s scope or should be treated as project work