Field Service Engineer - Level 2

Newark, New Jersey, United States Full-time

Field-Services Engineer II

Position Summary –

The Field-Service Engineer II will provide second and third tier technical computer support, such as configuration, installation, and troubleshooting of computer/mobile hardware and software. Provide audio/visual support and operations at board functions, community events, customer meetings and town hall meetings between several sites. Installation/configuration, operation and maintenance of Amazon Web Services (AWS) cloud computing environments, including; systems configuration, deployment of patches, implementation of security controls, supporting upgrades, and troubleshooting issues.


Person Reports To – Director of Technology


Supervises – N/A


Essential Functions –

Leverage technical expertise in Customer Relations, Desktop Support, Cloud computing and hosting concepts to advise and educate both technical and non-technical members of the team. Provide direct technical support for the development of project technical deliverables.


  • Support computer hardware, software, printers and peripheral setups, installations, and configurations (i.e. monitors, keyboards, scanners, disk drives, etc.)
  • Build, and maintain servers on AWS cloud infrastructure
  • Performs diagnosis, preventive maintenance and networking troubleshooting
  • Support mobile devices: iOS, Android, installations and configurations, (i.e. Apple iPhones, iPads, Android Phones)
  • Provide audio/visual technical support, and installation, configuration, maintenance and support of audio visual equipment
  • Responds to incidents concerning computer operation and applies troubleshooting principles and techniques to diagnose hardware, software and operator problems 
  • Performs installs, moves, adds and changes as required
  • Manages the asset management processes and procedures to ensure appropriate client driven asset accounting
  • Customize desktop hardware to meet user specifications and site standards
  • Responsible for monitoring, operating, managing, troubleshooting and restoring to service personal computers (PC), notebooks, printers, projectors and other devices that has authorized access to the network
  • Take the lead on desktop/laptop/smartphone recommendations and security readiness
  • Determine what ecosystem security features can be utilized to meet applicable security requirements, and provide plan for implementation
  • Recommends and develops solutions for improvement of help desk procedures
  • Reports security issues when appropriate and gathers required information
  • Provides updates, status and completion information to supervisor and users via voicemail, email or in person updates problem call tracking system
  • Performs troubleshooting of connectivity problems such as LAN connections, WiFi, Bluetooth, air cards, VPN connections and serial communications
  • Collaborates with more experienced team members to solve complex computer and network connectivity problems


Additional Functions –

  • Serves as a technical resource on project teams 
  • Assist in mentoring and educating junior staff


Prerequisite Qualifications –

  1. Education/Degree/Certifications Required –
    • Bachelors, Computer Information Systems
    • A+ Certification
    • MCSA – Certification


  1. Years of Experience Required
    • Minimum of 5 years experience in desktop support


  1. Knowledge/Skills Required
    • Minimum of 5 years of Engineer level knowledge in Client and Desktop Support with a strong focus on security
    • Cloud Computing
    • Microsoft Products: Office, Windows OS 7/10, Windows Server 2008, 2012, 2016 etc.
    • Linux
    • Solid technical background in a hosted services environment including infrastructure networks, hardware, software and telecommunications
    • Demonstrated proficiency in Linux, hand on and related debugging
    • Minimum 3 years support engineering or system admin experience on Linux and Windows systems
      • Experience in a 24/7 production environment
  • Knowledge of security as it relates to cloud based infrastructure
  • Able to gather relevant information systematically to troubleshoot and resolve issues
  • Efficient with MS Office and/or Google Suite


Preferred Qualifications –

  • Excellent verbal and written communications
  • Ability to learn technical concepts quickly with a strong sense of urgency
  • Proven troubleshooting experience, and a talent for solving  problems
  • Ability to work in a fast paced and agile development environment
  • Excellent attention to detail, testing and documentation

Apply for this opening at