Field Services Engineer

Category
Information Technology
Company
IntermixIT

Who We Are

 

IntermixIT
IntermixIT is a managed IT services and cybersecurity provider supporting small and mid-sized organizations with proactive, reliable, and business-aligned technology solutions. We focus on clear communication, consistent service, and long-term partnerships that help clients stay secure, productive, and prepared for what’s next.
 
At IntermixIT, we provide innovative IT strategies that empower your business to overcome challenges, achieve goals, and stay ahead of the competition.

Who You Are

The Field Services Engineer is a technical service delivery role responsible for performing scheduled onsite work at client locations, completing approved MAC and small-scope implementation work, and providing reactive service desk support when not engaged in scheduled field activity. This role helps extend technical coverage to the client environment while maintaining accurate documentation, strong communication, and clean handoffs between reactive, MAC, and project-related work.
 
To deliver high-quality onsite technical service and scheduled client work while also contributing to ticket resolution during unscheduled time, improving responsiveness for clients without unnecessarily pulling dedicated project resources into reactive work.
 
Please complete the Culture Index survey as part of your application: IntermixIT

What You'll Do

Onsite Client Service Delivery

  • Perform scheduled onsite technical work at client locations
  • Execute hands-on support, device work, implementation support, and environment changes within approved scope
  • Communicate arrival, status, blockers, and completion details clearly to internal teams and clients
  • Represent the company professionally during onsite engagements

MAC Execution

  • Complete approved move, add, change work in alignment with scope and scheduling
  • Ensure MAC work is correctly classified and routed outside of standard agreement-covered reactive work when appropriate
  • Document changes made to the client environment
  • Coordinate with service desk, dispatch, or project resources when MAC work expands in scope

Reactive Ticket Support

  • Work service tickets when not scheduled for onsite or MAC work
  • Troubleshoot and resolve user, endpoint, and infrastructure-related issues within skill and authorization limits
  • Maintain complete ticket notes, time entries, and proper ticket coding throughout the ticket lifecycle
  • Escalate or transfer work appropriately when the issue belongs to another queue or work type

Documentation

  • Update client documentation based on work performed
  • Record configuration changes, asset details, and relevant environment information
  • Ensure documentation supports future ticket handling and improves team efficiency

Coordination and Handoffs

  • Coordinate with service desk, coordinators, and other team leads when work needs to move between reactive, MAC, and project workflows
  • Avoid blind transfers by ensuring context follows the work
  • Communicate clearly when work exceeds the role’s scope or should be treated as project work

What You Bring

Please complete the Culture Index survey as part of your application: IntermixIT

 

A Successful Field Services Engineer:

  • Completes onsite work reliably and professionally
  • Supports ticket resolution during non-field capacity
  • Keeps documentation current
  • Classifies work accurately
  • Helps prevent service issues from falling through the cracks
  • Creates smoother transitions between service desk, MAC work, and project teams

Key Competencies

  • Strong client-facing communication
  • Ability to work independently onsite
  • Technical troubleshooting across common endpoint and infrastructure issues
  • Strong documentation habits
  • Good judgment in work classification
  • Ability to balance scheduled and reactive work

Performance Expectations

  • Scheduled onsite work is completed on time and within scope
  • Tickets are documented and coded accurately
  • MAC work is routed and recorded properly
  • Client communication is timely and professional
  • Documentation is updated after work is completed
  • Handoffs are complete and not blind

What We Offer

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