Field Support Engineer

Description

• Act as a trusted point of contact between employees and IT leadership, capturing feedback and identifying opportunities for improvement
• Ensure meeting rooms, collaboration spaces, and local IT systems remain operational, reliable, and up to standard
• Onsite IT Support and Service DeliveryServe as the local, hands-on IT presence in Trilon offices, ensuring employees receive timely and effective support; this includes remote support to Tier 2/3 officesPartner with the helpdesk team to resolve escalated issues and proactively address local IT needsSupport office relocations, acquisitions, and new office setups, ensuring infrastructure, endpoints, and collaboration tools are deployed correctlyProvide onsite flex support during partner integrations and major IT or business project transitions
• Document unique applications, workflows, and processes within regional offices and recommend standardized enterprise solutions when appropriate
• Maintain IT knowledge base documentation and contribute to consistent service delivery playbooks
• Partner with the helpdesk team to resolve escalated issues and proactively address local IT needs
• Support office relocations, acquisitions, and new office setups, ensuring infrastructure, endpoints, and collaboration tools are deployed correctly
• Share lessons learned and best practices with peers and IT leadership to promote service consistency across Trilon offices
• Install, configure, and troubleshoot edge infrastructure such as networking, servers, and local systems in partnership with L3 engineering teams
• Manage the full hardware lifecycle, including procurement, installation, maintenance, and refresh of laptops, peripherals, and mobile devices
• Provide onsite flex support during partner integrations and major IT or business project transitions
• Conduct in-person or virtual training sessions on Trilon’s core technologies to improve adoption and enhance digital maturity
• Documentation and StandardizationMaintain IT knowledge base documentation and contribute to consistent service delivery playbooksDocument unique applications, workflows, and processes within regional offices and recommend standardized enterprise solutions when appropriateShare lessons learned and best practices with peers and IT leadership to promote service consistency across Trilon offices
• Deliver seamless technology experiences for onboarding and offboarding, including account provisioning, hardware setup, and access configuration
• Champion a culture of productivity, digital enablement, and excellent customer service within the local office
• Hardware, Systems, and Infrastructure ManagementManage the full hardware lifecycle, including procurement, installation, maintenance, and refresh of laptops, peripherals, and mobile devicesInstall, configure, and troubleshoot edge infrastructure such as networking, servers, and local systems in partnership with L3 engineering teamsEnsure meeting rooms, collaboration spaces, and local IT systems remain operational, reliable, and up to standard
• Will require periodic travel between regional offices to deliver onsite services under Trilon’s IT support model
• Serve as the local, hands-on IT presence in Trilon offices, ensuring employees receive timely and effective support; this includes remote support to Tier 2/3 offices

Requirements

• Willingness to work on the weekend and off hours as needed
• Excellent troubleshooting and problem-solving abilities with a proactive, customer-first mindset
• Must be in a designated region and based in a Tier 1 or Tier 2 Trilon office to provide hands-on leadership and engagement
• Employee Enablement and ExperienceDeliver seamless technology experiences for onboarding and offboarding, including account provisioning, hardware setup, and access configurationConduct in-person or virtual training sessions on Trilon’s core technologies to improve adoption and enhance digital maturityAct as a trusted point of contact between employees and IT leadership, capturing feedback and identifying opportunities for improvementChampion a culture of productivity, digital enablement, and excellent customer service within the local office
• Experience supporting onboarding, hardware provisioning, and office IT setup
• Relevant certifications such as CompTIA A+, Microsoft, or ITIL Foundation are a plus
• Familiarity with collaboration platforms, meeting room technologies, and workplace networking
• Strong communication and customer service skills with the ability to train and enable employees effectively
• 3 to 5 years of experience in IT support, field services, or workplace technology roles
• Strong knowledge of Microsoft 365, Windows, macOS, Active Directory, and endpoint management tools
• Ability to install and troubleshoot edge infrastructure with guidance from L3 engineering teams
• Bachelor’s degree in Information Systems or a related field preferred

Benefits

• Healthy Workplace Program
• Flexible/Hybrid Schedule
• Worldwide Travel Assistance
• Competitive Health Benefits
• Career Development and Training
• Community Service Opportunities
• WEI Incentive Program
• Employee Referral Bonus

Training + Development

Interview process

Visa Sponsorship

Security clearance