IT Field Operations Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

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

• Identify hardware, software, peripheral, account, and connectivity issues; implement solutions and document the work performed.

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

• Support and maintain Dell and Nutanix server environments, Windows Server 2016/2019, Meraki and Fortinet switches, firewalls, wireless access points, manufacturing IoT devices, ISP circuits, and associated infrastructure.

• Execute configuration modifications, software installations, firmware upgrades, patching, testing, and preventive maintenance in accordance with change-management procedures.

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

• Serve as the primary support for designated systems or locations and escalate high-risk or complex issues as needed.

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

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

• Coordinate incident response efforts, communicate status updates, engage Senior Engineers or vendors, and contribute to root-cause analysis reviews.

• Execute assigned infrastructure upgrades, site openings, renovations, equipment refreshes, and technology deployments.

• Review project requirements, identify dependencies, provide progress updates, and communicate potential risks or delays.

• Travel to offices, retail locations, manufacturing facilities, warehouses, and construction sites, including occasional last-minute trips.

• Create and maintain technical documentation, installation records, procedures, diagrams, asset information, and knowledge-base articles.

• Uphold security, change-control, incident-management, installation, and customer-communication standards.

• Mentor Associate Engineers and suggest enhancements to reliability, support processes, and operational efficiency.

• Participate in on-call rotations during after-hours, weekends, and holidays.

• Assist with information systems planning, implementation, administration, and operational readiness across IT functional areas.

• Perform additional duties as assigned by management.

⛳️ Requirements

• High School Diploma or equivalent is required.

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

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

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

• Proficient 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 using documented procedures.

• Strong organizational skills to manage multiple priorities, communicate status updates, and complete assignments with minimal supervision.

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

• Capability to document technical work clearly and offer appropriate guidance to less-experienced team members.

• Ability to meet state cannabis licensing requirements, including passing federal background checks.

• Valid driver’s license and ability to meet company travel requirements, if applicable.

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

• Proficient in walking, standing, bending, kneeling, climbing stairs and ladders, using basic hand tools, taking accurate measurements, and performing minor installation or carpentry-related tasks when necessary.

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

• Capability to work in active construction sites and operational facilities where conditions may involve heat, cold, noise, dust, limited access, or temporary lack of restroom facilities.

🏝️ Benefits

• Discretionary annual incentive program based on organizational and individual performance.

• Remote work arrangement available.

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