Field IT Operations Engineer

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Proactively troubleshoot, install, configure, repair, and maintain PCs, laptops, retail Point of Sale systems, registers, printers, iPads/iOS devices, VoIP phones, and other related end-user technologies.

• Identify and resolve hardware, software, peripheral, account, and connectivity issues; implement solutions and document actions taken.

• Manage equipment deployments, replacements, relocations, and lifecycle management activities.

• Provide support and maintenance for Dell and Nutanix server environments, Windows Server 2016/2019, Meraki and Fortinet network infrastructure, manufacturing IoT devices, ISP circuits, and associated systems.

• Execute configuration changes, software installations, firmware updates, patching, testing, and preventive maintenance in accordance with change-management protocols.

• Diagnose issues related to copper Ethernet, single-mode fiber, network performance, wireless coverage, and site interconnectivity.

• Take ownership of primary support for designated systems or locations and escalate high-risk or complex issues as necessary.

• Monitor, prioritize, investigate, and resolve incidents and service requests using Freshservice.

• Respond to alerts from SolarWinds and other operational monitoring tools.

• Act as a resource for Associate Engineers during escalation situations.

• Coordinate technical incident responses, communicate updates, and involve Senior Engineers or vendors when required.

• Participate in root-cause analysis and implement corrective or preventive measures.

• Complete infrastructure upgrades, initiate site openings, manage remodels, refresh equipment, and carry out technology deployments.

• Assess project requirements, identify dependencies, provide status reports, and communicate any risks or delays.

• Operate in various environments including offices, retail locations, manufacturing plants, warehouses, and construction sites.

• Travel for urgent business matters and scheduled project tasks.

• Maintain comprehensive technical documentation, installation records, support procedures, diagrams, asset information, and knowledge-base articles.

• Adhere to and promote standards for security, change-control, incident-management, installation, and customer communication.

• Offer guidance and share knowledge with Associate Engineers.

• Suggest enhancements to system reliability, support processes, and operational efficiency.

• Participate in after-hours, weekend, and holiday on-call rotations.

• Assist with information systems planning, execution, administration, and operational readiness.

• Undertake additional responsibilities as assigned by management.

⛳️ Requirements

• High School Diploma or equivalent is required.

• Willingness to engage in on-call rotations and travel up to 40%, including occasional last-minute travel.

• A minimum of 3 years of progressively responsible experience in IT operations, infrastructure support, field services, systems administration, or a related technical field.

• Proven ability to independently troubleshoot and resolve moderately complex hardware, software, server, network, wireless, and connectivity issues.

• Solid understanding of end-user devices, retail PoS technology, Windows environments, server infrastructure, network equipment, monitoring platforms, and IT service-management practices.

• Experience with installations, configuration changes, patching, equipment deployments, and preventive maintenance following documented procedures.

• Capable of organizing work, managing multiple priorities, communicating status, and completing tasks with minimal supervision.

• Excellent written and verbal communication skills, maintaining a professional demeanor when interacting with internal customers, vendors, contractors, and team members.

• Ability to clearly document technical work and provide suitable guidance to less-experienced colleagues.

• Must be able to meet state cannabis licensing requirements, including passing federal background checks.

• Valid driver’s license and ability to fulfill company travel obligations, if applicable.

• Capability to lift and carry up to 50 pounds and perform tasks involving equipment setup, boxing, unboxing, mounting, and cable installation.

• Ability to walk, stand, bend, kneel, climb stairs and ladders, utilize basic hand tools, take precise measurements, and perform minor installation or carpentry tasks as needed.

• Must work safely around low-voltage cabling and electrical infrastructure while adhering to company safety protocols and utilizing qualified electrical personnel when necessary.

• Comfortable working in active construction sites and operational facilities where conditions may include heat, cold, noise, dust, limited access, or temporary lack of restroom facilities.

🏝️ Benefits

• Discretionary annual incentive program may be available, contingent on organization and individual performance.