Field Engineer

ppThe Level 2 Field Infrastructure Engineer provides advanced onsite and remote technical support for network infrastructure, end-user computing (EUC), and server storage environments. This role handles complex troubleshooting, executes approved changes, supports migrations and upgrades, and acts as the primary escalation point for Level 1 field technicians. The engineer works closely with L3 teams, service managers, and customers to ensure stable, secure, and optimized infrastructure operations. /p h3bKey Responsibilities: /b /h3 h3b1. Network Support Troubleshooting (L2) /b /h3 ul liTroubleshoot complex LAN, WAN, Wi-Fi, and VPN issues beyond L1 scope. /li liPerform network diagnostics including latency, packet loss, routing, and VLAN issues. /li liExecute approved configuration changes on switches, routers, firewalls, and wireless controllers. /li liSupport network migrations, cutovers, and site deployments. /li liCoordinate with L3 teams for advanced routing, security, or design issues. /li /ul h3b2. EUC Support Escalations (L2) /b /h3 ul liHandle escalated EUC issues related to OS, drivers, application compatibility, and performance. /li liSupport device lifecycle activities including refresh, upgrades, and bulk deployments. /li liTroubleshoot M365, Outlook, Teams, OneDrive, and VPN client issues. /li liSupport Active Directory user/computer issues (passwords, group membership, GPO impact). /li liAssist with endpoint security agents and device compliance issues. /li /ul h3b3. Server Support (L2) /b /h3 ul liPerform OS-level troubleshooting for Windows and Linux servers. /li liSupport virtualization platforms (VMware / Hyper‑V) for VM issues, snapshots, and resource alerts. /li liExecute server patching, reboots, and maintenance activities. /li liAssist with server provisioning, upgrades, and decommissioning. /li /ul h3b4. Storage Support (L2) /b /h3 ul liTroubleshoot storage connectivity and performance issues. /li liPerform storage configuration tasks under change control (LUN mapping, disk expansion). /li liSupport SAN/NAS environments and coordinate with vendors if required. /li liAssist with backup and restore validation activitiesb. /b /li /ul h3b5. Incident, Problem Change Management /b /h3 ul liAct as escalation point for L1 field engineers. /li liPerform root cause analysis (RCA) for recurring incidents. /li liExecute approved changes and participate in change planning. /li liSupport major incident bridges and provide technical updates. /li /ul h3b6. Documentation Knowledge Transfer /b /h3 ul liCreate and maintain technical documentation, SOPs, and troubleshooting guides. /li liReview and improve L1 documentation and handover quality. /li liProvide technical guidance and on-the-job coaching to L1 technicians. /li liInterface directly with customer IT teams and stakeholders during onsite activities. /li liProvide technical explanations, recommendations, and risk awareness. /li liSupport audits, compliance checks, and service reviews. /li liIdentify infrastructure risks, performance gaps, and improvement opportunities. /li liSupport automation, monitoring enhancements, and standardization initiatives. /li liStay current with evolving infrastructure technologies and best practices. /li /ul h3bRequired Skills Qualifications: /b /h3 ul liBachelor's degree or equivalent experience in IT / Infrastructure. /li li4-7 years of experience in infrastructure support with strong field exposure. /li liStrong hands‑on experience in: /li liNetworking: Switching, routing, VLANs, Wi‑Fi, VPN /li liServers: Windows/Linux, virtualization (VMware/Hyper‑V) /li liStorage: SAN/NAS fundamentals, disk capacity management /li liSolid understanding of ITIL processes (Incident, Problem, Change). /li liAbility to work independently in onsite and remote scenarios. /li liStrong customer communication and documentation skills. /li /ul h3bPreferred Certifications: /b /h3 /p #J-18808-Ljbffr