IT Field Solutions Engineer II

Meriton • Hillside, IL

19h • $75,000 - $105,000

About The Position

The IT Field Solutions Engineer II provides live, hands-on desktop, laptop, and software support for Meriton’s HVAC Service and Control Technicians. The role helps ensure technicians have reliable access to the tools, software, and connectivity needed to service critical equipment in locations such as rooftops and mechanical rooms. Support includes technician-specific software, laptops and tablets, VPN, controller and gateway connectivity, and remote monitoring systems, with after-hours coverage as field demand requires.

The position begins with direct field cases, shadowing current support, and learning support demand, with scope to grow into ownership of complex cases as recurring patterns emerge. It works alongside IT Service Delivery and partners with Service and Controls leadership and platform teams such as Network, Cloud, and Cybersecurity. The role also offers a possible pathway into Control Technician positions through an IT Field Solutions apprenticeship, if desired.

The position may be based in locations across the United States and requires approximately 25% travel to Meriton locations and customer sites. Work may include rooftop and outdoor environments in varying weather conditions. Rotating on-call and after-hours work is required.

Requirements

• Typically 2+ years of experience in an IT services or field support role, or equivalent hands-on experience.
• Strong troubleshooting fundamentals across Windows 10/11, networking, drivers, endpoints, and application dependencies, with methodical diagnostic habits.
• Knowledge of TCP/IP, LAN, WAN, WLAN, and VLAN technologies, and working knowledge of VPN and remote access technologies.
• Knowledge of MS Active Directory infrastructure.
• Ability to learn unfamiliar technology quickly; HVAC and controls-specific products will be taught.
• Ability to take ownership of assigned issues, communicate clearly, and adapt among support, discovery, and project work as demand develops.
• Curiosity and good judgment, including identifying recurring issues, documenting findings, and helping establish procedures.
• Strong collaboration, communication, and customer service skills with technicians and operational leaders.
• Ability to work independently with minimal supervision.
• Valid driver’s license and ability to travel approximately 25% to branch and customer locations.
• Genuine interest in supporting field technicians and ability to thrive in a fast-paced environment with evolving priorities.
• Ability to work at heights and outdoors in conditions including heat and cold.
• Ability to regularly lift and/or move up to 25 pounds and frequently lift and/or move up to 50 pounds.

Nice To Haves

• Associate degree in Information Technology or a related field.
• Scripting and automation experience, such as PowerShell.
• Experience supporting mobile field workforces, tablets, or ruggedized devices.
• Experience with USB/serial and IP communications to controllers or similar field devices.
• Experience supporting technicians or skilled trades, such as HVAC, controls, or building automation.
• Intune, Jamf, MDM, macOS, and iOS experience.
• Office 365 administration, Azure, and Windows Server experience.
• Familiarity with cellular and mobile device technology.
• Microsoft (MCP) certification and/or ITIL fundamentals-level certification.
• MSP experience.

Responsibilities

• Provide live support to Service and Control Technicians by phone, chat, email, and ticketing, with a focus on timely, practical resolution while technicians are on site.
• Triage requests, gather impact, context, and evidence, and own assigned issues through resolution, including growing into complex field cases as recurring patterns emerge.
• Maintain communication and follow-through as the technician’s point of contact while coordinating with platform teams; make clear, contextualized handoffs when appropriate.
• Troubleshoot technician laptops, tablets, and mobile devices, including hardware, operating systems, drivers, firmware, and application dependencies in field conditions.
• Support technician-specific HVAC controls programming tools, building automation and service applications, and remote monitoring systems.
• Troubleshoot field IT connectivity, including USB/serial adapters and drivers, controller and gateway access, VPN, cellular, and Wi-Fi; HVAC control logic and mechanical systems remain the responsibility of controls specialists.
• Participate in a rotating on-call schedule for critical technician issues and provide after-hours support.
• Travel approximately 25% to branches and customer sites to provide on-site support, deploy equipment, and assist technicians.
• Set up new technician equipment and accounts, including building, imaging, deployment, access management, and license management.
• Support device management and enrollment, including Intune, Jamf, and MDM compliance, policies, and standard device actions.
• Support Microsoft products, including Windows and Office 365, cloud-based applications, and vendor applications as needed.
• Configure, maintain, and upgrade field-facing hardware and software, including driver and firmware updates.
• Manage technician hardware and software inventory, tracking, lifecycle, and refresh.
• Coordinate with vendors on repairs and replacements of field hardware such as laptops, tablets, rugged devices, docks, and accessories.
• Support pilots and field rollouts of hardware, software, and MDM deployments; collect technician feedback and validate compatibility in practice.
• Support approved endpoint security tools on field devices and collaborate with Cybersecurity on malware, vulnerability, and anti-phishing issues.
• Follow safety policies, codes, and regulations for rooftop, outdoor, and site work.
• Identify recurring issues, record root causes, and tag cases by location, device, application, and owning team to help characterize support demand.
• Document known fixes, validated procedures, and runbooks, and create knowledge base content where needed.
• Track support trends and metrics, including response times, resolution rates, repeat incidents, and technician satisfaction, and recommend workflow improvements.
• Evaluate tools, products, and IT processes; share technician feedback and recommend changes and technology standards that improve productivity and experience.
• Train field technicians to use equipment, software, and approved support processes.
• Build technical depth through pairing and shadowing, share troubleshooting methods with teammates, and participate in cross-training and job shadowing with Control Technicians.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 100% company match on 401(k) contributions, up to 6% of pay
• Tuition reimbursement
• Company-paid short-term and long-term disability insurance
• Company-paid group life insurance
• Paid time off and holidays
• Volunteer hours
• Employee-paid supplemental insurance options
• Employee Assistance Program (EAP)
• FSA, HSA, and commuter benefits options
• Paid parental leave
• Career growth and learning

What This Job Offers

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