Lead Field Service Engineer

D4C Dental Brands is seeking a Lead Field Services Engineer to provide advanced technical support. This role is a hands-on escalation expert responsible for resolving complex desktop, network, and application issues that cannot be addressed remotely.** There is a required travel of up to 75% locally in the Metro Atlanta Region and nationally across the D4C Dental Brands Enterprise.**

This critical position serves as the highest escalation point for our enterprise IT Tier 2 end-user support team. The Lead Field Services Engineer provides technical leadership, mentorship, and hands-on expertise to resolve complex end-user hardware and software issues. This role demands exceptional customer service skills and a proactive approach to ensure excellent technology experiences for our employees across all corporate offices and practices nationwide. This support is also crucial to the delivery of the company’s mission of helping children achieve a lifetime of great oral health.

EDUCATION/CREDENTIALS:

Bachelor's degree in Computer Science, Information Systems, or a related field.

JOB-RELATED EXPERIENCE:

Minimum of 5+ years of experience in a field service engineering or related enterprise IT support role.

JOB-RELATED SKILLS/COMPETENCIES:

• Proven expertise in troubleshooting and resolving complex Windows desktop and laptop issues within a corporate network environment.
• In-depth knowledge of macOS and common productivity applications (Microsoft Office Suite, Adobe, etc.).
• Experience with networking fundamentals, troubleshooting printer issues, and configuring mobile device management (MDM) solutions.
• Demonstrated ability to lead and mentor others, fostering a collaborative work environment.
• Excellent verbal and written communication skills, including the ability to translate complex technical concepts for non-technical users.
• Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced, dynamic environment.
• Relevant industry certifications (e.g., CompTIA A+, Network+, Microsoft certifications, Apple certifications).
• Experience in supporting Active Directory environments.
• Knowledge of ITIL framework and best practices.
• Valid driver's license.

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Office Environment.
• Travel up to 75%. in Metro Atlanta Region and Nationally Across the D4C Dental Brands Enterprise.

MAJOR DUTIES AND RESPONSIBILITIES:

• Technical Leadership: Act as the technical authority for escalated issues; diagnose, troubleshoot, and resolve the most complex hardware and software problems affecting end-users.
• Mentorship and Training: Guide, coach, and train Field Support team members, enhancing their technical competencies and problem-solving skills.
• On-Site Support: Travel to corporate offices and practices to provide advanced on-site troubleshooting, installations, and support, as needed.
• Issue Resolution and Documentation: Thoroughly document issues, resolutions, and procedures within the knowledge base to enable seamless knowledge transfer and improve team efficiency.
• Process Improvement: Actively identify areas for improvement across end-user support processes. Recommend and implement solutions to enhance overall service delivery.
• Incident Trend Analysis: Analyze incident trends to identify recurring issues and proactively develop preventative measures.
• Vendor Management: Coordinate with hardware and software vendors for technical support, warranty management, and escalation when needed.
• Project Participation: Support IT projects related to hardware deployments, software upgrades, and infrastructure changes.