Field Services Engineer

Providence, RI
Full Time
360 - MSP
Experienced
Field Services Engineer

Department: MSP
Location: Hybrid (must be local to Providence, RI area)
Travel: 30–40% regional travel to client sites
FLSA Status: Exempt

About DAS Health
DAS Health is a leading provider of healthcare IT and managed services, delivering innovative technology solutions to healthcare organizations nationwide. We pride ourselves on exceptional service, strong technical expertise, and a collaborative culture that supports growth and career development.

Position Summary
The Field Services Engineer is the highest-level technical role within the Field Services team and serves as a key technical leader and escalation point. This role combines advanced hands-on technical support with client-facing responsibilities, including onsite visits, implementations, and collaboration with internal teams. The ideal candidate is a seasoned engineer who thrives in a fast-paced MSP environment, represents DAS Health professionally at client sites, and is passionate about mentoring others while delivering enterprise-level support.

This is a hybrid position supporting client locations primarily near Providence, RI, with 30–40% travel to customer sites.

Responsibilities
  • Act as the final escalation point for Field Services technical issues.
  • Provide mentorship and technical leadership to Field Services Tech I and II, setting operating and technical standards.
  • Maintain proactive and consistent communication with clients, providing daily updates on service requests as needed.
  • Own and manage assigned tickets through resolution, ensuring compliance with Service Level Agreements (SLAs).
  • Standardize systems, tools, and processes to drive automation and reduce time to resolution.
  • Adhere to change management, configuration management, and documentation policies and procedures.
  • Create and maintain accurate client documentation and asset records in IT Glue.
  • Implement, troubleshoot, and provide advanced-level support for:
    • Client networks (firewalls, routers, switches, Wi-Fi)
    • Windows Server environments
    • PC operating systems and applications
    • MSP tools and platforms (RMM, antivirus, backup solutions, etc.)
  • Lead client onboardings, implementations, and technical assessments.
  • Support Sales initiatives through technical discovery and solution validation as needed.
  • Coordinate with third-party vendors and manage vendor-supported technologies.
  • Participate in after-hours on-call rotation as required.
  • Perform other duties as assigned.

On-Site Client Support
  • Travel to and from client locations as required.
  • Conduct and lead site assessments, inventories, discovery sessions, and installations.
  • Guide and improve endpoint fulfillment and deployment processes.
  • Perform additional onsite client visits as business needs dictate.

Remote Client Support
  • Maintain and manage tickets across appropriate service boards.
  • Provide advanced troubleshooting for backups, maintenance, and recurring technical issues.
  • Identify trends in recurring issues and develop long-term technical solutions.
  • Assist the Service Desk with call queue coverage and ticket resolution when needed.

Requirements
  • High School diploma or GED required; Associate’s or Bachelor’s degree in an IT-related field preferred.
  • 5–7+ years of experience in Field Services, MSP, or advanced IT support roles.
  • A+ and Network+ certifications preferred.
  • Advanced networking knowledge and troubleshooting expertise.
  • Advanced proficiency with Windows Server and cloud-based environments (Azure, AWS, WVD).
  • Advanced working knowledge of Microsoft 365, including email and Office products.
  • Advanced working knowledge of Windows, macOS, and Linux operating systems.
  • Strong analytical, problem-solving, and troubleshooting skills.
  • Self-starter with a professional, customer-focused demeanor.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
  • Strong attention to detail, organization, and time management skills.
  • Ability to independently manage workload in a remote environment.
  • Ability to travel to client sites (30–40%) and work nights, weekends, or after-hours as needed.
  • Demonstrated ability to create clear technical documentation, analysis reports, and process guides.
  • Fast learner with the ability to ramp quickly in a 1–2 week training period.
  • Must be local to the Providence, RI area to support nearby client locations.

What We Offer
  • Competitive compensation
  • Comprehensive benefits package (medical, dental, vision)
  • 401(k) with company match
  • Paid time off and holidays
  • Career growth and professional development opportunities
  • Collaborative and supportive team environment

DAS Health is an equal opportunity employer and values diversity in the workplace. We encourage qualified candidates of all backgrounds to apply.
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