Field Services Engineer

DAS Health•Providence, RI

8d•Hybrid

About The Position

The Field Services Engineer is the highest-level technical role within the Field Services team and serves as a key technical leader and escalation point. This role combines advanced hands-on technical support with client-facing responsibilities, including onsite visits, implementations, and collaboration with internal teams. The ideal candidate is a seasoned engineer who thrives in a fast-paced MSP environment, represents DAS Health professionally at client sites, and is passionate about mentoring others while delivering enterprise-level support. This is a hybrid position supporting client locations primarily near Providence, RI, with 30–40% travel to customer sites.

Requirements

High School diploma or GED required; Associate’s or Bachelor’s degree in an IT-related field preferred.
5–7+ years of experience in Field Services, MSP, or advanced IT support roles.
Advanced networking knowledge and troubleshooting expertise.
Advanced proficiency with Windows Server and cloud-based environments (Azure, AWS, WVD).
Advanced working knowledge of Microsoft 365, including email and Office products.
Advanced working knowledge of Windows, macOS, and Linux operating systems.
Strong analytical, problem-solving, and troubleshooting skills.
Self-starter with a professional, customer-focused demeanor.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
Strong attention to detail, organization, and time management skills.
Ability to independently manage workload in a remote environment.
Ability to travel to client sites (30–40%) and work nights, weekends, or after-hours as needed.
Demonstrated ability to create clear technical documentation, analysis reports, and process guides.
Fast learner with the ability to ramp quickly in a 1–2 week training period.
Must be local to the Providence, RI area to support nearby client locations.

Nice To Haves

A+ and Network+ certifications preferred.

Responsibilities

Act as the final escalation point for Field Services technical issues.
Provide mentorship and technical leadership to Field Services Tech I and II, setting operating and technical standards.
Maintain proactive and consistent communication with clients, providing daily updates on service requests as needed.
Own and manage assigned tickets through resolution, ensuring compliance with Service Level Agreements (SLAs).
Standardize systems, tools, and processes to drive automation and reduce time to resolution.
Adhere to change management, configuration management, and documentation policies and procedures.
Create and maintain accurate client documentation and asset records in IT Glue.
Implement, troubleshoot, and provide advanced-level support for: Client networks (firewalls, routers, switches, Wi-Fi) Windows Server environments PC operating systems and applications MSP tools and platforms (RMM, antivirus, backup solutions, etc.)
Lead client onboardings, implementations, and technical assessments.
Support Sales initiatives through technical discovery and solution validation as needed.
Coordinate with third-party vendors and manage vendor-supported technologies.
Participate in after-hours on-call rotation as required.
Perform other duties as assigned.
Travel to and from client locations as required.
Conduct and lead site assessments, inventories, discovery sessions, and installations.
Guide and improve endpoint fulfillment and deployment processes.
Perform additional onsite client visits as business needs dictate.
Maintain and manage tickets across appropriate service boards.
Provide advanced troubleshooting for backups, maintenance, and recurring technical issues.
Identify trends in recurring issues and develop long-term technical solutions.
Assist the Service Desk with call queue coverage and ticket resolution when needed.