- Company Name
- Monmouth Cyber
- Job Title
- IT Field Engineer – Projects & Escalations (L2/L3)
- Job Description
-
**Job Title**
IT Field Engineer – Projects & Escalations (L2/L3)
**Role Summary**
Senior technical engineer responsible for diagnosing and resolving advanced IT issues beyond Level 1 scope, providing on‑site and remote support, and implementing critical IT projects. Acts as the primary escalation point, ensuring reliable, secure, and efficient client environments through proactive maintenance, root‑cause analysis, and continual improvement.
**Expectations**
- Handle complex technical incidents, deliver long‑term fixes, and maintain high client satisfaction.
- Execute hardware, software, network, and virtualization projects with minimal downtime.
- Travel for on‑site client visits; may use company vehicle or mileage reimbursement.
- Participate in on‑call rotation and after‑hours support when required.
- Mentor Level 1 staff, document processes, and contribute to knowledge bases.
**Key Responsibilities**
- Serve as Level 1 escalation point; diagnose, resolve, and document advanced server, network, and endpoint issues.
- Conduct root‑cause analysis and implement preventative solutions.
- Lead or support projects: hardware refreshes, system upgrades, migrations, deployments.
- Configure, test, and document new technologies; ensure alignment with client requirements and minimal disruption.
- Maintain and troubleshoot servers, virtualization platforms, storage, and network infrastructure.
- Use RMM tools to monitor environments, respond to alerts, and optimize performance and security.
- Create accurate configuration, procedure, and troubleshooting documentation; update knowledge bases.
- Mentor junior technicians and share best practices.
- Identify process gaps with peers and Service Manager; propose and implement improvements.
- Communicate progress, recommendations, and issue status to clients; maintain professional relationships during on‑site visits.
- Participate in on‑call and after‑hours support rotations as needed.
**Required Skills**
- Advanced troubleshooting and root‑cause analysis across servers, networks, virtualization, and endpoints.
- Experience with Microsoft Server, Windows, Linux, VMware, Hyper‑V, or similar virtualization technologies.
- Strong networking foundation (IP, TCP/IP, VLANs, routing, switching, VPN).
- Familiarity with cloud platforms (Azure, AWS, GCP) and migration tools.
- Proficiency with RMM, monitoring, and ticketing systems.
- Excellent written and verbal communication; ability to explain technical concepts to non‑technical clients.
- Strong collaboration, time‑management, and project‑execution skills.
**Required Education & Certifications**
- Minimum 5 years of IT support/engineering experience.
- Relevant industry certifications: CompTIA A+/Network+/Security+, Microsoft Certified: Azure Administrator Associate or equivalent, Cisco Certified Network Associate (CCNA) or higher.
- Security and compliance knowledge (e.g., ISO 27001, NIST) strongly preferred.
Shrewsbury, United states
On site
Mid level
08-12-2025