Field Services Engineer - L2
Job Description
Field Service Technical Support Engineer - Level 2 - Full-time Job in Massachusetts
$65-75k plus bonus
Must be local to the Boston area.
NO C2C - Must be able to work without sponsorship
Experience: 2–5 years of field technician or IT support experience; MSP experience preferred
ROLE OVERVIEW
Consultant Technical Support is the role which will actively attend to the technical issues of end users. Will be driving service improvements and provide best practice incident management of issues impacting our merchant base through to resolution, including escalation within the business & communication to clients/customers.
End User & Help Desk Support
- Provide elevated end-user support onsite for issues requiring advanced troubleshooting beyond L1 capability
- Resolve complex Windows 10/11 and macOS issues including profile corruption, domain trust failures, and driver conflicts
- Support user migrations to Entra-joined or Intune-managed devices including data transfer and application re-deployment
- Deliver remote support when not in the field, handling escalated tickets from L1 Help Desk staff
Project Coordination & Documentation
- Maintain detailed field notes, change records, and project status updates in ConnectWise, IT Glue, or Hudu
- Assist in scoping and planning client site visits in collaboration with the Service Delivery Manager
- Provide L1 field technicians with on-the-job guidance and mentorship during joint site visits
- Communicate project status, blockers, and scope changes clearly to internal teams and client stakeholders
EXPERIENCE
Knowledge:
*Good knowledge of, and adherence to, company internal systems and processes
*Knowledge of Windows Desktop applications; various operating systems such as
*Windows 7 and 8; Windows 10 and 11 as well as Server 2008 R2 and Server 2012R2 are a plus.
*Knowledge of software applications and basic hardware for the PC.
*Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory, Azure and InTune MDM.
*Knowledge of Anti-Virus applications.
*Knowledge and demonstrated expertise with the management and support of Microsoft Office, Office 365, VPN tools and common productivity applications.
*Knowledge of wireless networking components and terminology; Familiarity with
*Hands-on experience in ticket management using ITSM tools.
*Knowledge of remote desktop support systems like ConnectWise, TeamViewer, Bomgar, quick assist etc.
Networking/ Firewall experience is a plus