Field Support Engineer

Trilon Group•Baton Rouge, LA

5d•Onsite

About The Position

Waggoner Engineering, Inc., a part of the larger Trilon family of companies, is hiring a Field Support Engineer for our Baton Rouge, LA office. The Field Support Engineer plays a key role in delivering that vision by ensuring employees across our offices have a seamless, productive, and empowering technology experience. Field Support Engineers are the hands-on face of IT within Trilon offices. This role is more than troubleshooting or escalation resolution; it is about helping people do their best work through technology. From onboarding new employees to supporting office moves, hardware lifecycle events, and partner integrations, Field Support Engineers are trusted advisors who keep Trilon connected, confident, and future ready. You will work closely with enterprise IT teams, helpdesk operations, and local leadership to deliver a world-class digital workplace that blends reliability, innovation, and excellent service.

Requirements

3 to 5 years of experience in IT support, field services, or workplace technology roles
Strong knowledge of Microsoft 365, Windows, macOS, Active Directory, and endpoint management tools
Familiarity with collaboration platforms, meeting room technologies, and workplace networking
Experience supporting onboarding, hardware provisioning, and office IT setup
Willingness to work on the weekend and off hours as needed
Ability to install and troubleshoot edge infrastructure with guidance from L3 engineering teams
Strong communication and customer service skills with the ability to train and enable employees effectively
Excellent troubleshooting and problem-solving abilities with a proactive, customer-first mindset
Will require periodic travel between regional offices to deliver onsite services under Trilon’s IT support model
Must be in a designated region and based in a Tier 1 or Tier 2 Trilon office to provide hands-on leadership and engagement

Nice To Haves

Bachelor’s degree in Information Systems or a related field preferred
Relevant certifications such as CompTIA A+, Microsoft, or ITIL Foundation are a plus

Responsibilities

Serve as the local, hands-on IT presence in Trilon offices, ensuring employees receive timely and effective support; this includes remote support to Tier 2/3 offices
Partner with the helpdesk team to resolve escalated issues and proactively address local IT needs
Support office relocations, acquisitions, and new office setups, ensuring infrastructure, endpoints, and collaboration tools are deployed correctly
Provide onsite flex support during partner integrations and major IT or business project transitions
Deliver seamless technology experiences for onboarding and offboarding, including account provisioning, hardware setup, and access configuration
Conduct in-person or virtual training sessions on Trilon’s core technologies to improve adoption and enhance digital maturity
Act as a trusted point of contact between employees and IT leadership, capturing feedback and identifying opportunities for improvement
Champion a culture of productivity, digital enablement, and excellent customer service within the local office
Manage the full hardware lifecycle, including procurement, installation, maintenance, and refresh of laptops, peripherals, and mobile devices
Install, configure, and troubleshoot edge infrastructure such as networking, servers, and local systems in partnership with L3 engineering teams
Ensure meeting rooms, collaboration spaces, and local IT systems remain operational, reliable, and up to standard
Maintain IT knowledge base documentation and contribute to consistent service delivery playbooks
Document unique applications, workflows, and processes within regional offices and recommend standardized enterprise solutions when appropriate
Share lessons learned and best practices with peers and IT leadership to promote service consistency across Trilon offices