Cleveland, OH, USA+1 moreMore locations: Independence, OH, USA
In PersonField work at local customer locations; travel to client sites is required.
IT OperationsIT Service Desk & End User Support
H1B Sponsorship Available
About the job
Requirements
A minimum of 3 years of relevant experience in IT field services.
Fundamental understanding of server administration.
Experience with Windows Server 2012–2025.
Active Directory management and maintenance experience.
Knowledge of DNS, DHCP, and Remote Desktop Services.
Understanding of VMware, Hyper-V, and other virtualization technologies.
Knowledge of SAN, NAS, and shared storage solutions.
Fundamental understanding of firewalls, switches, and other networking technologies.
Knowledge of Cisco Meraki, HP, and other technologies.
Knowledge of backup technologies.
Knowledge of Office 365, Azure, and other cloud solutions.
Knowledge of mobile operating systems, including iOS, Android, and Windows.
Experience with RMM tools such as N-able, Kaseya, or LabTech.
Strong verbal and written communication skills and a customer-service focus.
Strong problem-solving skills.
Ability to communicate and work directly with customers to identify and resolve technical issues.
Ability to take initiative and work under pressure while managing multiple priorities.
Valid driver’s license and proof of insurance.
Microsoft Fundamentals certification; certifications such as CompTIA Network+, A+, Security+, ITF+, or Microsoft 365 Certified: Fundamentals.
Responsibilities
Engage in Business Transformation Assessments, emphasizing discovery, information compilation, and data gathering, including onsite discovery and physical review and documentation of IT assets.
Support client technical activities primarily at client locations, providing technical expertise for implementation of core networking, server, and computer technologies.
Set up and troubleshoot Windows Server, Hyper-V, VMware, Exchange, SharePoint, firewalls, switches, BDR solutions, PowerShell, Active Directory, Group Policy, and cloud services such as Office 365, G-Suite, and Azure; work is assigned, reviewed, and approved by the designated Field Services Manager.
Collaborate with Service Desk and Operations teams to develop and execute client management and maintenance plans, including monthly maintenance and documentation.
Work with clients’ line-of-business vendors on technical requirements as needed.
Document and resolve user computing issues requiring onsite remediation while maintaining customer satisfaction.
Collaborate with the Technical Operations Center to resolve user issues using a structured problem-management process.
Collaborate with internal resources and vendors, including third-party vendors, line-of-business application providers, and other company divisions, to provide field support services.
Document issues and onsite labor performed in the company’s ticket system in a timely manner.
Participate in ongoing training and attain manufacturer certifications.
Cultivate and sustain relationships with customers and engineers to support customer service and the company’s reputation.
Maintain vendor relationships beneficial to the company.
Follow standards for documenting customer network status and activities.
Desired Qualifications
ITIL and service management experience.
Knowledge of the HaloPSA platform.
Working knowledge of event and incident management systems, including support for incident, change, and request-for-information requirements.
Built on service. Powered by people.
Impact exists because a small group of industry leaders believed companies in our space were doing it wrong. Many prioritized margins while the people doing the work and the clients relying on it became an afterthought. Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember. That approach helped us grow from a small office technology company into a national managed services provider, while remaining privately owned and people-first.
What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next.
Job Overview
The IT Field Engineer, internally titled Field Services Engineer (FSE), plays a critical role in ensuring Impact Networking’s clients receive top-tier IT service, support, and implementation. This position requires working in the field, traveling to local customer locations to provide onsite service, maintenance, and project execution while maintaining Impact’s high standards. The FSE will collaborate with internal teams to resolve technical issues, support client onboarding, and ensure seamless IT operations. This role demands both technical expertise and strong interpersonal skills to effectively diagnose and resolve issues while delivering an exceptional customer experience.
Responsibilities
Engage in Business Transformation Assessments (BTA) with an emphasis on discovery, information compilation, and data gathering. This process involves onsite discovery as well as the physical review and documentation of IT assets
The Field Services Engineer will support client technical activities, primarily at the client's location (onsite). All work at the FSE level will be assigned, reviewed, and approved by the designated Field Services Manager. This role necessitates technical expertise to aid in the implementation of core MIT networking, server, and computer technologies. These responsibilities include the setup and troubleshooting of Windows Server, Hyper-V, VMWare, Exchange, SharePoint, firewalls, switches, BDR solutions, PowerShell, Active Directory, Group Policy configuration, and cloud services such as Office 365, G-Suite, and Azure
Collaborate with the Service Desk and Operations teams to develop and execute client management and maintenance plans, including monthly maintenance and documentation
Work with clients’ line of business vendors on technical requirements as needed
Documents and resolves user computing issues requiring onsite remediation, ensuring customer satisfaction is maintained
Collaborates with the Technical Operations Center (TOC) to resolve user issues, following a structured problem management process
Collaborates with various resources and vendors to provide efficient field support services. This encompasses working with third-party vendors, Line of Business (LoB) application providers, and other divisions within Impact Networking Technology
Timely documentation of issues and onsite labor performed within Impact’s ticket system
Participates in ongoing training and attainment of manufacturer certifications
Cultivates and sustains relationships with customers and engineers, thereby enhancing our company's positive reputation through outstanding customer service
Maintains relationships with vendor contacts that are beneficial to the company
Adheres to standards for documenting customer network status and activities
Qualifications & Experience
Minimum of 3 years of relevant experience in IT field services
Fundamental understanding of Server Administration
Experience with Windows 2012-2025 Server
Active Directory management and maintenance
DNS, DHCP, and Remote Desktop Services
Understanding of VMWare, Hyper-V and other virtualization technologies
Storage solutions: SAN, NAS, and Shared Storage
Fundamental understanding of Firewalls, switches, and other networking technologies
Cisco Meraki, HP, and other technologies
Backup technologies
Office 365, Azure and other “cloud” solutions
Mobile operating systems (IOS, Android, Windows)
RMM tools such as N-Able, Kaseya or LabTech
Demonstrated experience preferred:
ITIL and Service Management
Knowledge of HaloPSA Platform
Must have working knowledge of event and incident management systems including support for Incident, Change, and Request for Information requirements.
Strong verbal and written communication skills and a customer-service focus.
Excellent problem-solving skills.
Ability to communicate and work directly with customers to identify and resolve technical issues.
Ability to take initiative.
Ability to work under pressure and manage multiple priorities.
Education/Certifications
Valid driver’s license and proof of insurance
Microsoft Fundamentals certification
Certifications such as:
CompTIA Network+, A+, Security+, ITF+
Microsoft 365 Certified: Fundamentals
What Drives Impact
Behaviors define what our core values look like in action. Leaders are expected to model them; teams are expected to live them:
Innovation: We embrace change because innovation lives outside the comfort zone.
Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact.
Honesty: We are fiercely transparent and consistently honest.
Fun: We fuel work with fun, knowing life's too short for boring.
Low Ego: We champion ideas over titles, because brilliance knows no rank.
One Team: We win as a team, we lose as a team, we are one team.
Compensation
Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensures and/or certifications, and other organizational needs.
Impact may offer applicable incentive compensation plans depending on role and/or department.
Full compensation details can and will be discussed with an Impact Talent Acquisition team member at the start of the interview process.
Benefits We Take Pride In
5-year Tiffany & Co. Gift Card or Custom Menswear, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards
Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave
Development and growth opportunities with on-going training & continued education reimbursement
401(K) & retirement plans with complimentary financial advisory services
Comprehensive health, disability, life, dental, and vision plans
Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in select cases based on business need, cost, workforce planning, and applicable government requirements. Impact does not guarantee sponsorship for any visa category and may decline certain petitions based on associated costs or regulatory requirements.
Certain positions within Impact may involve access to information, technology, software, or technical data that is subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Where required by applicable law based on the nature of the role, individuals in such positions must qualify as a “U.S. Person,” as defined by law, or otherwise be eligible to obtain any required government authorizations.