Field Service Technician

Field Services Engineer 

The Field Services Engineer at DeepNet is a key member on the service delivery team, providing both scheduled and emergency onsite support for our clients. Field Service Engineers are the face-to-face representatives of DeepNet, leading with a warm smile and handshake and bringing high levels of professionalism, technical expertise and care. From troubleshooting critical infrastructure to completing proactive projects and deployments, the Field Services Engineer ensures our clients’ systems stay secure, stable, and aligned with best practices. The Field Services Engineer reports to the Technical Services Manager.   

This is an excellent opportunity for a technician excited to transition to an engineering path on a dynamic technical team providing field operations.

The description below is based on the need today and is subject to change.   

About Us:

We're proud to be a Certified B Corp, part of a global movement using business as a force for good. This means we meet the highest standards of social and environmental impact, and are committed to balancing purpose and profit. Every decision we make reflects our values — from sustainability and equity to meaningful community impact — because we believe business should benefit people and the planet.

Field Services Engineer Objectives & Responsibilities: 

OBJECTIVE: Ensure world-class onsite client experience: 

• Serve as the in-person representative of DeepNet, providing a professional, client-centered experience with every interaction.
• Take ownership of onsite technical issues, troubleshooting networks, servers, and workstations, and coordinating with remote teams as needed.
• Perform proactive onsite services, including server, network, and workstation deployments, hardware replacements, and system upgrades.
• Deliver on-call support on a rotating basis, providing timely and effective response to after-hours needs.
• Create, update, and maintain accurate documentation throughout each stage of client support to ensure long-term operational consistency.
• Identify inventory needs and coordinate proactive ordering to support upcoming client projects.
• Mentor and train other Field Service Engineers to promote skill development and consistent quality across the team.

OBJECTIVE: Maintain high levels of performance and efficiency

• Maintain strong service feedback by ensuring “Bad” or “Not Good” survey ratings average no more than one per month.
• Dedicate the majority of time to client-facing or billable activities, with at least 65% of total hours spent on direct client work.
• Consistently close 15 or more tickets per week, demonstrating effective resolution and workload management.
• Maintain a first-time resolution rate above 90%, ensuring issues are resolved efficiently and completely.
• Ensure over 80% of tickets receive surveys, supporting feedback-driven improvement and accountability.
• Keep all tickets and follow-up dates current, maintaining zero stale tickets or overdue follow-up items.

All team members are expected to uphold DeepNet’s culture and values of: Do the right thing, We're in this together, Courage is key, Be a role model, LFG. 

Competencies for Success:  

Required Skills / Abilities: 

• Brings strong technical expertise and exceptional communication skills.
• Comfortable supporting complex environments built on Microsoft technologies, including Windows Server, Active Directory, and Microsoft 365, while also navigating networks, virtualization, and endpoint management.
• Can deploy and configure network devices, firewalls, and wireless access points, and understands the importance of clean wiring, proper documentation, and professional presentation onsite.
• Demonstrates excellent troubleshooting instincts across both hardware and software environments, with the ability to diagnose issues at the desktop, network, and infrastructure levels.
• Proficient in ticketing systems, remote monitoring tools, and scheduling platforms, and maintain a natural sense of accountability for closing tickets efficiently and communicating clearly with clients.
• Professional and composed with every client interaction, able to listen, empathize, and explain complex issues in a way that builds trust. Understands that your presence onsite represents DeepNet’s values and commitment to excellence.

Preferred Skills / Abilities:  

• Operational mindset: ability to create efficient workflows and execute to deliver timely, accurate services 
• Systems and process mindset and understanding  
• Deep understanding of complex IT needs, including administration of IT Security, Networks, Servers, and Workstations 
• BS in Information Systems, Information Systems Security, or equivalent certifications a plus 

Measures for Success:

• CSAT "Bad" or "Not Good" scores <= 1/monthly
• % of total hours that are billable/client work >65%
• Tickets Closed Last Week>/ = 15
• First-time Resolution Rate >90%
• Surveys Sent on >80% Tickets
• Stale Tickets Follow Up Date Past Due = 0

Pay Range:  

$68,640 - $77,941 - HQ 

Growth Opportunities: 

This role supports a direct growth path to Field Services Engineer Tier 2, Field Services Coordinator and the Infrastructure team. This role also supports a gorwth path to Service Desk Engineer Tier 1.

Physical Requirements: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, you will be regularly required to: 

• Communicate information and ideas so others will understand. Must be able to 
• exchange accurate information in these situations. 
• Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. 
• Observe details at close range (within a few feet of the observer) 
• Frequently moves objects weighing up to 50 pounds across office for various needs. 
• Operate a personal vehicle with a valid Driver’s license and insurance 

If you require a reasonable accommodation in the employee selection process, please direct your inquiries to your interviewer. 

Benefits 

DeepNet strives to foster a thriving workplace culture by providing benefits beyond base compensation. Not only do we offer a health/dental/vision plan, but we cover 75% of the base plan cost for employees; 50% for spouse / domestic partner and 25% for dependents as well! Some of the other benefits currently offered are: 

• Unlimited Planned Vacation 
• Parental Leave Pay 
• Flexible Spending Account 
• Health Savings Account contribution 
• Life Insurance 
• Retirement Plan 
• Flexible Work Arrangements 
• Health and Wellness Stipend 
• Remote Stipend 

EEO: 

DeepNet is an equal opportunity employer, and we welcome applications from those who contribute to our diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, mental, or physical disability, age, sexual orientation, gender identity, national origin, familial status, veteran status, or genetic information. DeepNet is committed to providing access, equal opportunity, and reasonable accommodation for all individuals in employment practices, services, programs, and activities. 

FCO: 

Pursuant to the San Francisco Fair Chance Ordinance, DeepNet will consider for employment qualified applicants with arrest and conviction records. 

AI in Recruitment Policy: 

We utilize artificial intelligence in our recruitment process to enhance efficiency and improve candidate matching. Please be assured that we are committed to providing an inclusive hiring experience and do not use AI systems that may lead to discriminatory outcomes. If you have any questions about our recruitment practices, feel free to reach out.

Pay: From $73,400.00 per year

Benefits:

• Cell phone reimbursement
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• On-the-job training
• Opportunities for advancement
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan

Work Location: In person

Salary : $68,640 - $77,941