IT Field Solutions Engineer II

Meriton • Columbus, OH

19h

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 technicians working on rooftops, in mechanical rooms, and outdoors maintain reliable access to the tools, software, and connectivity needed to service critical equipment. Support covers technician software, laptops and tablets, VPN, controller and gateway connectivity, and remote monitoring systems, with after-hours coverage as field demand requires.

The engineer initially handles direct field cases, shadows current support, and learns the actual demand, then grows into ownership of complex cases as repeatable patterns emerge. The position works alongside IT Service Delivery and partners with Service and Controls leadership and platform teams such as Network, Cloud, and Cybersecurity. It may also offer a pathway into Control Technician roles through an IT Field Solutions apprenticeship, if desired.

This position may be based in locations across the United States and requires approximately 25% travel to Meriton locations and customer sites, including rooftop and outdoor work in varying weather conditions. Rotating on-call and after-hours work is required. A technical assessment based on practical troubleshooting scenarios may be part of the interview process.

Requirements

• Experience in an IT services or field support role, typically 2+ years, 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 Microsoft Active Directory infrastructure.
• Ability to learn unfamiliar technology quickly; HVAC- and Controls-specific products will be taught.
• Ownership and adaptability, including responsibility for assigned issues, clear communication, and flexibility between support, discovery, and project work.
• Curiosity and good judgment, including recognizing 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.

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, hands-on support to Service and Control Technicians by phone, chat, email, and ticketing, focusing on fast response and practical resolution while technicians are on site.
• Triage requests, capture impact and context, gather evidence, and own assigned issues through resolution, growing into ownership of complex field cases.
• Remain the technician’s point of contact and manage communication and follow-through while platform teams work within their systems; transfer ownership only with a clear, contextualized handoff.
• 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 the IT side of field connectivity, including USB/serial adapters and drivers, controller and gateway access, VPN, cellular, and Wi-Fi.
• Participate in a rotating on-call schedule to provide after-hours support for critical technician issues.
• Travel approximately 25% to branch locations 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, MDM compliance, policies, and standard device actions.
• Support Microsoft products such as Windows and Office 365, other cloud-based applications, and vendor applications as needed.
• Configure and maintain field-facing hardware and software, including driver and firmware updates, maintenance, and upgrades.
• Manage technician hardware and software assets, including inventory tracking, lifecycle, and refresh.
• Work with vendors to facilitate repairs and replacements of laptops, tablets, rugged devices, docks, and accessories.
• Support pilots and field rollouts of hardware, software, and MDM deployments, gathering technician feedback and validating compatibility.
• 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 field cases by location, device, application, and owning team.
• Document known fixes and validated procedures, create runbooks, and develop 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 to improve technician productivity and experience.
• Train field technicians in equipment, software, and approved support processes.
• Develop technical depth through pairing and shadowing, share troubleshooting methods, and participate in cross-training and job shadowing with Control Technicians.

What This Job Offers

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