What are the responsibilities and job description for the Field Services Engineer position at DAS Health?
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
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.
- 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.
- 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.
- 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.
- 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
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