Field Engineer

The position requires strong troubleshooting, customer service, documentation, and field support skills to ensure technical issues are resolved efficiently and IT services remain operational. The IT Field Support Technician is responsible for providing a broad range of operational and technical support services, including Install, Move, Add, and Change (IMAC) requests.

Field Engineer 
Contract/ Contract to Hire
Boston, MA

Job Summary
The IT Field Support Technician is responsible for providing a broad range of operational and technical support services, including Install, Move, Add, and Change (IMAC) requests. This role supports IT infrastructure across office environments, reservation centers, and airport locations.
The position requires strong troubleshooting, customer service, documentation, and field support skills to ensure technical issues are resolved efficiently and IT services remain operational.
Key Responsibilities:

• Provide technical service and customer support during field visits and dispatched assignments.
• Perform Install, Move, Add, and Change (IMAC) activities for IT equipment and infrastructure.
• Diagnose hardware, software, configuration, and other technical issues and determine appropriate solutions.
• Troubleshoot and develop technical solutions for software and setup-related issues affecting field engineers, technicians, and customers.
• Accurately document solutions for complex technical issues.
• Create workaround procedures when standard troubleshooting procedures are unsuccessful and ensure issues are resolved.
• Produce timely and detailed service reports.
• Document technical processes, procedures, resolutions, and support activities.
• Collect and analyze performance data to provide technical assistance and identify potential issues.
• Coordinate workflow and assigned activities according to established schedules.
• Build and maintain positive relationships with customers through professional and responsive support.
• Follow established operational, technical, and safety procedures.
• Use a ladder when required to install, inspect, troubleshoot, or maintain equipment.

Required Qualifications:

• Experience providing IT field support, desktop support, infrastructure support, or related technical services.
• Experience troubleshooting hardware, software, configuration, and setup issues.
• Familiarity with IMAC (Install, Move, Add, and Change) processes.
• Strong technical troubleshooting and problem-solving skills.
• Ability to accurately document technical issues, resolutions, and procedures.
• Strong customer service and communication skills.
• Ability to work independently during field visits and dispatched assignments.
• Ability to manage assigned work according to schedules and operational priorities.
• Ability and willingness to use a ladder as required.

  
“All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.”