What are the responsibilities and job description for the IT Field Engineer – Projects & Escalations (L2/L3) position at Monmouth Cyber?
IT Field Engineer – Projects & Escalations (L2/L3)
Monmouth Cyber – Managed Service Provider
Monmouth Cyber is a fast-growing Managed Service Provider delivering best-in-class IT support, cybersecurity, and cloud solutions to businesses of all sizes. We partner closely with our clients to help them thrive with technology, and our culture is built on teamwork, continuous improvement, and a relentless focus on results.
We’re looking for an experienced IT Field Engineer (L2/L3) to join our Projects & Escalation Team. In this role, you’ll take ownership of advanced technical issues that exceed Level 1 capabilities, drive permanent resolutions to recurring problems, and support critical IT projects; from server migrations to network upgrades. You’ll collaborate closely with our senior engineers to ensure every client environment runs reliably, securely, and efficiently.
This is a hybrid role involving both remote work and on-site client visits. Travel is required; a company vehicle or mileage reimbursement is provided.
A minimum of 5 years of IT support experience and relevant industry certifications (CompTIA, Microsoft, Cisco, etc.) are required.
Key Responsibilities
Escalation & Complex Issue Resolution
Serve as the primary point of escalation for Level 1 technicians.
Diagnose and resolve advanced technical issues across servers, networks, and endpoints.
Perform root-cause analysis and implement long-term, preventative solutions.
Project Support & Implementation
Support and execute IT projects including hardware refreshes, system upgrades, migrations, and deployments.
Configure, test, and document new technologies with minimal client disruption.
Collaborate with project leads to ensure deliverables meet technical and quality standards.
Infrastructure Maintenance & Troubleshooting
Maintain and troubleshoot servers, virtualization platforms, storage systems, and network infrastructure.
Monitor client environments using RMM tools and proactively respond to alerts to minimize downtime.
Implement security and performance best practices across client systems.
Technical Documentation & Knowledge Sharing
Produce accurate, up-to-date documentation for configurations, procedures, and troubleshooting steps.
Contribute to team knowledge bases and mentor Level 1 staff as needed.
Collaboration & Continuous Improvement
Work with peers and the Service Manager to identify process gaps and recommend improvements.
Participate in quarterly initiatives to enhance service delivery, efficiency, or security.
Stay current with emerging technologies, tools, and cybersecurity practices.
Client Communication & Support
Provide clear, professional updates to clients on issue status, project progress, and recommendations.
Ensure smooth handoffs from Level 1 and deliver an exceptional customer experience.
Build trust and rapport with client stakeholders during on-site visits.
On-Call & After-Hours Support
Participate in scheduled on-call rotation for urgent incidents.
Provide after-hours support when required to maintain service continuity.
Who We’re Looking For
If you're an experienced IT professional who thrives on solving complex problems, enjoys fieldwork, and values continuous improvement, we want to meet you. This is an excellent opportunity to grow within a high-performing team and support diverse client environments.