Field Desktop support engineer

This role goes beyond resolving individual support tickets. The engineer is expected to build strong relationships with Operations leaders, dispatch teams, drivers, and frontline employees; proactively identify technology risks; understand how technology supports daily transportation operations; communicate clearly with users; and remain accountable for issues through final resolution., 1. Onsite Technical Support

• Provide hands-on support for technology issues at assigned Beacon Mobility locations.
• Troubleshoot hardware and software issues and support end users.
• Set up, replace, and support equipment used at Beacon locations.
• Monitor the health of critical site technology, including internet connectivity, Wi-Fi, phones, printers, scanners, time clocks, dispatch workstations, kiosks, network monitors, and shared equipment.

1. Site Technology Ownership * Take end-to-end responsibility for the technology health of assigned Beacon Mobility locations. * Look beyond the immediate ticket and identify related issues, risks, aging equipment, recurring problems, and potential service disruptions. * Proactively identify and resolve technology risks before they affect dispatch, safety, customer service, or employee productivity. * Conduct technology health checks during site visits.

2. Incident and Ticket Management * Review open Leena AI tickets for assigned locations at the beginning and end of the day. * Prioritize high-impact, aging, blocked, and operationally critical issues. * Ensure tickets have a clear owner, current status, next action, dependency, and communication point. * Coordinate with Network, Security, Applications, senior engineers, vendors, and other support teams when additional expertise is required. * Maintain ownership and communication even when an issue has been escalated. * Validate the solution with the affected user before considering the ticket resolved.

3. Operations and Frontline Support

The engineer should understand how technology affects dispatching, routing, schedule changes, driver communication, safety, payroll, and customer service.

This includes:

• Spending time with dispatch teams to understand their daily workflow.
• Engaging drivers and other frontline employees to understand recurring technology problems.
• Helping users understand available self-service options.
• Identifying technology or training gaps that affect operational productivity.
• Prioritizing support based on business and operational impact, rather than only ticket age or technical category.

1. Stakeholder Engagement * Build trusted working relationships with site VPs, Operations Managers, dispatch leaders, drivers, and frontline employees. * Check in with site and dispatch leadership during onsite visits. * Maintain engagement with users even when there is no active incident. * Understand site-specific priorities, upcoming operational events, staffing changes, and technology requirements.

2. Communication and Customer Experience * Communicate technical issues in simple, plain language. * Clearly explain the issue, operational impact, next action, and timing of the next update. * Inform site leadership before performing work that could interrupt internet, phones, workstations, or other critical services. * Keep users informed throughout an incident rather than only when the issue is closed. * Confirm that users are satisfied that the problem is resolved before closure.

3. Proactive Maintenance and Continuous Improvement * Identify recurring incidents and technology risks. * Document aging equipment, training gaps, recurring failures, and improvement opportunities. * Record preventive actions discovered through site visits. * Work with Service Desk, Infrastructure, Applications, Security, vendors, and other Technology teams on recurring problems and root-cause actions. * Share lessons learned and reusable solutions across Field Services.

Daily Working Expectations

A typical Field Services Engineer day at Beacon should include:

Start of Day

• Meet onsite Operations/Dispatch contacts.
• Check for overnight or urgent issues.
• Review open site tickets.
• Identify high-impact and aging cases.
• Check critical technology.

During the Day

• Troubleshoot user issues.
• Perform proactive site-health checks.
• Engage dispatchers, drivers, and frontline staff.
• Identify recurring issues.
• Coordinate required escalations.
• Communicate planned disruptions.

End of Day

• Review unresolved tickets.
• Update ticket status and next steps.
• Confirm completed fixes with users.
• Communicate remaining risks and outstanding actions.
• Check in with the appropriate site leader before closing out the visit.

This working rhythm matches the documented Beacon Field Services daily operating routine., * Strong desktop/laptop hardware troubleshooting

• Windows operating system support
• Network and Wi-Fi troubleshooting
• Printer and peripheral troubleshooting
• Phone/voice endpoint support
• User account and access troubleshooting
• Hardware deployment and replacement
• Basic network troubleshooting and connectivity testing
• Ticket documentation and incident management
• Ability to work with Infrastructure, Network, Security, Application, and vendor support teams

The internal material explicitly identifies hardware/software troubleshooting and support for network, Wi-Fi, phones, printers, workstations, time clocks, kiosks and related site equipment., The Field Services operating model currently places particular emphasis on:

• Ticket ownership and timely updates
• SLA performance
• Customer communication
• Site technology health
• Documentation quality
• Site engagement
• Operational knowledge
• Governance participation
• User validation before closure
• Preventive action and risk identification

• Strong customer-service mindset
• Excellent verbal and written communication
• Ability to explain technology in non-technical language
• Ownership and accountability
• Proactive problem-solving
• Good documentation habits
• Ability to prioritize based on business impact
• Comfortable working directly with Operations leadership and frontline employees
• Ability to work independently across multiple locations

These competencies align with Beacon’s emphasis on communication, operational relationships, site ownership, risk prevention, and follow-through.

Performance Expectations, Suggested recruiting requirements: These items are recommendations for the JD rather than requirements stated in the internal source.

• 2 to 5 years of experience in IT Field Services, Desktop Support, EUC, or onsite technical support
• Experience supporting multiple business locations
• Working knowledge of Microsoft Windows and Microsoft 365 environments
• Experience troubleshooting LAN/WAN/Wi-Fi and endpoint connectivity
• Experience supporting printers, phones, workstations, peripherals, and shared office technology
• Experience working with ITSM/ticketing systems
• Ability and willingness to travel between assigned Beacon Mobility locations
• Valid driver’s license where driving between locations is required
• Strong customer-facing and stakeholder-management skills

Education

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related discipline preferred, or equivalent relevant hands-on experience.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft endpoint/support certifications
• ITIL Foundation, * internet connectivity, Wi-Fi, phones: 1 year (Required)
• printers, scanners: 1 year (Required)