Key Responsibilities and Required Skills for IT Field Engineer

🎯 Role Definition

The IT Field Engineer is a customer-facing technical specialist responsible for providing on-site installation, configuration, maintenance, and troubleshooting of IT infrastructure and end-user devices across multiple locations. This role blends hands-on hardware repair, network troubleshooting (LAN/WAN/Wi‑Fi), systems deployment (imaging, MDM, SCCM/Intune), and vendor coordination with strong customer service and documentation discipline. An effective IT Field Engineer ensures high-availability services, meets SLA targets, and drives continuous improvement in field operations and standard operating procedures.

📈 Career Progression

Typical Career Path

Entry Point From:

Desktop Support Technician / Help Desk Analyst (Level 1–2)
Field Service Technician or AV Support Technician
Network Technician or Telecommunications Technician

Advancement To:

Senior Field Engineer / Field Services Lead
Systems Engineer (Windows/Linux) or Network Engineer
IT Infrastructure Manager / Field Services Manager

Lateral Moves:

Technical Account Manager / Client Success Engineer
Desktop Engineering / Deployment Specialist

Core Responsibilities

Primary Functions

Provide on-site and remote troubleshooting, diagnosis, and repair of desktops, laptops, tablets, printers, and peripheral hardware, resolving incidents to SLA while maintaining clear ticket status updates and timely escalation when necessary.
Install, configure, and decommission workstations, servers, network switches, routers, firewalls, wireless access points, and VoIP phones according to standardized procedures and security best practices.
Perform network troubleshooting for LAN/WAN/Wi‑Fi connectivity issues including IP addressing, subnetting, VLAN tagging, switch port mapping, wireless interference analysis, and cable fault isolation.
Execute hardware and firmware upgrades, BIOS updates, network appliance firmware updates, and apply vendor-recommended patches for routers, switches, and security appliances.
Implement and maintain imaging and deployment processes using tools such as SCCM, MDT, Ghost, or vendor-based solutions; build and maintain golden images, driver packages, and task sequences.
Enroll, configure, and manage mobile devices and endpoints through MDM solutions (Intune, Jamf, AirWatch) including policy enforcement, remote wipe, and compliance remediation.
Provision and deprovision user accounts and devices in Active Directory, Azure AD, and other identity platforms; configure group policies, access controls, and file share permissions in compliance with corporate security policies.
Troubleshoot and support Microsoft 365, Exchange (on-prem and cloud), Outlook connectivity, OneDrive sync issues, and basic Office application problems that impact end users.
Perform on-site cabling tasks including patch panel terminations, copper and fiber cable runs, testing and certifying cabling, and labeling to building and data center standards.
Coordinate and execute hardware rollouts and relocations (office moves, new site builds, rack mounting, power and UPS coordination) while minimizing end-user downtime and adhering to project timelines.
Provide first-line diagnostic support for server hardware, hypervisors (VMware, Hyper-V), and storage systems; escalate complex server or storage failures to server/infrastructure teams with detailed failure analysis and logs.
Utilize remote management and monitoring tools (RMM, TeamViewer, ConnectWise, Remote Desktop, PowerShell Remoting) to resolve issues proactively and to perform bulk administrative tasks.
Perform preventative maintenance and health checks on network and server infrastructure, documenting findings, remediation actions, and recommendations to reduce future incidents.
Follow change management and maintenance windows processes: schedule, document, and execute approved changes at customer sites while communicating impact to stakeholders and users.
Maintain accurate asset management records and inventory of spare parts, hardware, licenses, and serial numbers; perform regular audits and update CMDB entries.
Drive continuous improvement by identifying recurring problems, recommending permanent fixes, and contributing to knowledge base articles, runbooks, and standard operating procedures.
Ensure security and data protection by following corporate policies for data handling, endpoint hardening, encryption, secure disposal, and chain-of-custody for equipment containing sensitive information.
Support and validate VPN, site-to-site connectivity, remote access solutions, and MFA issues for remote and traveling employees; assist with configuration of VPN clients and validate routing/access controls.
Respond to after-hours and on-call incidents as required, providing timely remediation or escalation during outage events and participating in post-incident reviews and root cause analyses.
Liaise with third‑party vendors and service providers for warranty escalations, depot repairs, advanced hardware support, and field service requests; manage vendor SLAs and track resolution progress.
Execute voice and collaboration device support including configuration and troubleshooting of VoIP phones, SIP trunks, conferencing systems, and basic AV equipment used in conference rooms.
Perform site surveys for new installations, documenting power, rack space, environmental requirements, cable pathways, and wireless coverage needs to support planning and procurement.
Train end users and on-site staff on standard procedures, new devices, security awareness, and basic troubleshooting to reduce repeat tickets and improve user satisfaction.
Maintain thorough, actionable documentation for all field work in ticketing and knowledge base systems, including steps taken, parts replaced, time spent, customer sign-off and follow-up recommendations.

Secondary Functions

Participate in pilot deployments and rollouts of new endpoint management tools, security agents, and monitoring platforms; provide feedback on usability and field-operational implications.
Assist project teams with physical installation and verification of new site infrastructure, including power-on checks, basic configuration, and handover to operations.
Support procurement and inventory forecasting by providing field-level insights on device lifecycle, common failure modes, and spare part consumption trends.
Contribute to cross-functional workshops to improve incident response playbooks, disaster recovery runbooks, and business continuity testing at customer locations.
Mentor junior field technicians and provide periodic skills training on troubleshooting methodologies, documentation standards, and customer interaction best practices.

Required Skills & Competencies

Hard Skills (Technical)

Desktop & Laptop Hardware Repair — deep experience diagnosing and repairing hardware faults (motherboard, storage, memory, displays) and performing component-level replacements and upgrades.
Operating Systems — advanced Windows client (10/11, Windows Server basics), macOS support and familiarity with Linux fundamentals for basic troubleshooting and scripting.
Networking Fundamentals — strong understanding of TCP/IP, subnetting, routing basics, VLANs, DHCP, DNS, and ability to configure and troubleshoot switches and routers.
Wireless Networking — experience with enterprise Wi‑Fi platforms (Cisco, Aruba, Ubiquiti), conducting site surveys, SSID configuration, and troubleshooting coverage/interference issues.
Identity & Directory Services — administer and troubleshoot Active Directory, Azure AD, LDAP; configure group policies and manage join/leave processes for devices and users.
Endpoint Management & Imaging — SCCM, Intune, MDT, or commercial imaging tools; build and deploy images, package applications, and manage update rings.
Mobile Device Management (MDM) — device enrollment, policy creation, app deployment, and compliance remediation using Intune, Jamf, or similar platforms.
Scripting & Automation — PowerShell scripting for automation of repetitive tasks, log collection, and bulk administrative changes; basic Bash scripting skills a plus.
Cabling & Physical Infrastructure — hands-on experience with copper/fiber termination, cable testing/certification tools, rack mounting, grounding, PDUs, and cable management standards.
Remote Tools & Ticketing Systems — proficiency with RMM platforms, remote access tools (RDP, VNC), and ticketing/ITSM systems like ServiceNow, Jira Service Desk, or Zendesk.
VoIP & Collaboration Systems — foundational knowledge of SIP, VoIP phone configuration, conference room AV setup and troubleshooting.
Security & Compliance — understanding endpoint security tools (antivirus, EDR), encryption, secure configuration baselines and basic incident-response procedures.
Cloud Services Familiarity — practical experience supporting Microsoft 365, Azure AD, Google Workspace and integrating on-prem systems with cloud services.
Vendor & Warranty Management — experience interacting with OEM/Tier 1 vendors for RMA processing, advanced troubleshooting, and escalations.

Soft Skills

Customer-focused communication: clear, patient, and professional when interacting with end users and stakeholders at all levels.
Problem-solving and troubleshooting mindset: methodical issue isolation, root‑cause analysis, and delivering durable solutions.
Time and priority management: ability to triage multiple site visits, tickets, and projects while meeting SLAs.
Adaptability and resilience: comfortable working in varied environments, from office floors to data closets, and handling changing priorities.
Documentation discipline: impeccable ticket notes, step-by-step repair records, and clear handoffs to other teams.
Team collaboration: works well with remote colleagues, escalation teams, and vendors to resolve complex incidents.
Professionalism and customer service orientation: represents the company in customer sites with a service-first attitude and clean work practices.
Attention to safety and compliance: adheres to site safety rules, electrical precautions, and data-security procedures.

Education & Experience

Educational Background

Minimum Education:

Associate degree in Information Technology, Computer Networking, Electronics, or equivalent hands-on experience (2+ years) in field or desk-side support.

Preferred Education:

Bachelor’s degree in Computer Science, Information Systems, Network Engineering, or related technical discipline.

Relevant Fields of Study:

Information Technology / IT Support
Computer Science / Software & Systems
Network Engineering / Telecommunications
Electrical Engineering / Electronics

Experience Requirements

Typical Experience Range:

2–5 years of progressive experience in field engineering, desktop/server support, or network operations with demonstrated on-site troubleshooting and installations.

Preferred:

3–7 years of experience in enterprise field services or managed service environments with multi-site deployments, strong vendor management, and experience with imaging/MDM tooling.

Certifications that strengthen candidacy: CompTIA A+, Network+, Security+, Microsoft 365 Certified / Azure AD fundamentals, Cisco CCNA, ITIL Foundation, Jamf/Intune certification.