Technical Support Engineer (Field)

TL;DR

Technical Support Engineer (Field): Provide first-level resolution for end-user hardware, software, and connectivity issues across workstations, laptops, Citrix sessions, and VPN, with an accent on diagnosing problems, walking users through step-by-step fixes, and escalating Tier 2 issues with clear documentation. Focus on onsite deskside support in client offices in New York City, coordinating vendor warranty repairs, and performing minor desktop hardware maintenance.

Company

hirify.global provides technology solutions including cyber security, hybrid cloud, network management, disaster recovery, and managed services.

What you will do

• Diagnose and resolve first-level end-user problems for workstations, laptops, terminal services, and Citrix sessions, including PC software/hardware, network, VPN, internet, and server access issues.
• Deliver one-on-one end-user support and training for PC software and connectivity, communicating solutions in a user-friendly, professional way.
• Set up and assist with configuration of end-user desktop hardware, software, and peripherals (onsite and remotely).
• Troubleshoot local printer and PC hardware issues; validate server error messages for escalation.
• Coordinate timely repair of equipment covered by third-party vendor maintenance agreements and perform minor repairs when not covered.
• Escalate Tier 2 issues to next-level support, act as remote hands for engineering staff as needed, and assist with FAQs/knowledgebase materials.

Requirements

• 5+ years providing end-user support for current PC desktop and application software.
• 5+ years installing, upgrading, troubleshooting, and repairing personal computers in a corporate networked environment.
• 2+ years supporting an enterprise userbase in the legal or financial services industry.
• Excellent written and oral communication skills.
• Ability to sit for prolonged periods and perform physical tasks including lifting up to 45 lbs unassisted.

Culture & Benefits

• Onsite client-office support with 5 days per week in NYC.
• Base salary range: $55k–$80k, with compensation based on skills, experience, qualifications, and location.
• Professional, customer-centric support environment with training and career development focus.

Hiring process

• Review of qualifications and experience fit against minimum requirements.
• Interviews to assess technical support capability and communication skills.
• Final evaluation based on skills, experience, qualifications, and applicable employment laws.