IT Field Solutions Engineer II

Meriton • Columbus, OH

1d

About The Position

The IT Field Solutions Engineer II provides hands-on desktop, laptop, software, and connectivity support to Meriton’s HVAC Service and Control Technicians. The role supports technicians working at branch locations and customer sites, including rooftops, mechanical rooms, and outdoor environments, helping ensure reliable access to the tools and systems needed to service critical equipment. Supported technologies include technician laptops and tablets, specialized HVAC controls and service software, VPN, controller and gateway connectivity, and remote monitoring systems. HVAC control logic and mechanical systems remain the responsibility of Controls specialists.

The engineer initially handles direct field cases, shadows existing support, and learns the support demand, with the opportunity to take ownership of complex cases as repeatable patterns emerge. The role works alongside IT Service Delivery and partners with Service and Controls leadership and platform teams such as Network, Cloud, and Cybersecurity. It includes rotating on-call and after-hours support, approximately 25% travel to branch locations and customer sites, and field work in varying weather conditions. An apprenticeship pathway may offer the opportunity to progress into Control Technician roles.

The role also handles technician equipment and account setup, device management, hardware and software asset tracking, security-tool support, documentation, trend analysis, technician training, and improvements to support processes. Candidates may participate in a practical technical assessment during the interview process.

Requirements

• Typically 2 or more 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 Microsoft Active Directory infrastructure.
• Ability to learn unfamiliar technology quickly.
• Ownership and adaptability, including taking responsibility for assigned issues, communicating clearly, and shifting between support, discovery, and project work as demand evolves.
• Curiosity and sound 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.
• Ability to perform the stated physical demands, including work at heights and outdoors in varying weather; frequent lifting or moving of up to 50 pounds and regular lifting or moving of up to 25 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.
• Experience with Intune, Jamf, MDM, macOS, and iOS.
• Office 365 administration, Azure, and Windows Server experience.
• Familiarity with cellular and mobile device technology.
• Microsoft Certified Professional (MCP) certification and/or ITIL fundamentals-level certification.
• Managed service provider (MSP) experience.

Responsibilities

• Provide live, hands-on support to Service and Control Technicians by phone, chat, email, and ticketing, prioritizing timely and practical on-site resolutions.
• Triage incoming requests, capture impact and context, gather evidence, and own assigned issues through resolution, including increasingly complex field cases as patterns emerge.
• Maintain communication and follow-through with technicians while coordinating with platform teams; transfer ownership only with a clear handoff and complete context.
• Troubleshoot technician laptops, tablets, and mobile devices, including hardware, operating systems, drivers, firmware, and application dependencies in field conditions.
• Support HVAC controls programming tools, building automation and service applications, and remote monitoring systems.
• Troubleshoot the IT aspects 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 and provide after-hours support for critical technician issues.
• Travel to branch locations and customer sites to provide on-site support, deploy equipment, and assist technicians directly.
• 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, upgrade, and update hardware and software, including drivers and firmware, for field-facing systems.
• Track technician hardware and software assets, including inventory, lifecycle, and refresh activities.
• Coordinate with vendors on repairs and replacements of laptops, tablets, rugged devices, docks, and accessories.
• Support pilots and field rollouts of hardware, software, and MDM deployments; gather technician feedback and validate 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 customer-site work.
• Identify recurring issues, record root causes, and tag field cases by location, device, application, and owning team.
• Document validated fixes and procedures, create runbooks, and develop knowledge-base content where needed.
• Track support metrics and trends, 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 productivity and experience.
• Train field technicians on 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.

What This Job Offers

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