IT Field Solutions Engineer II

Meriton • Hillside, NY

1d

About The Position

The IT Field Solutions Engineer II provides hands-on desktop, laptop, software, and connectivity support for Meriton’s HVAC Service and Control Technicians working at customer sites and in field conditions. The role supports technician-specific software, laptops and tablets, VPN, controller and gateway connectivity, and remote monitoring systems, including after-hours coverage as field demand requires.

The position begins with direct field cases, shadowing existing support, and learning demand, with increasing 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 includes approximately 25% travel to branch locations and customer sites, rotating on-call and after-hours work, and outdoor and rooftop work. Team members may have the opportunity to progress into Control Technician roles through an IT Field Solutions apprenticeship pathway.

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.
• Ownership and adaptability, including taking responsibility for issues, communicating clearly, and flexing between support, discovery, and project work.
• 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 thriving 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, prioritizing fast, practical resolutions while technicians are on site.
• Triage incoming requests, capture impact and context, gather evidence, and own assigned issues through resolution, growing into ownership of complex field cases.
• Maintain communication and follow through with technicians while platform teams work on changes in their systems; hand off ownership with clear context when needed.
• Troubleshoot technician laptops, tablets, and mobile devices, including hardware, operating systems, drivers, firmware, and application dependencies.
• Support 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 for critical technician issues and provide after-hours support.
• 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, and MDM compliance, policies, and standard device actions.
• Support Microsoft products such as Windows and Office 365, cloud-based applications, and vendor applications.
• Configure, maintain, upgrade, and update hardware and software, including drivers and firmware, for field-facing systems.
• Manage technician hardware and software 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; 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 site work.
• Identify repeat issues, record root causes, and tag field cases by location, device, application, and owning team.
• Document known fixes and validated procedures, and create runbooks and knowledge base content.
• 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 standards that improve productivity and experience.
• Train field technicians in equipment, software, and approved support processes.
• Develop technical skills 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