Tier 2 FSE – Journeyman

Job Summary

Oneida Technology Services (OTS) is hiring a full‑time Tier 2 Field Service Engineer – Journeyman to work on‑site in Miami, Miami‑Dade County, FL. This role provides advanced desktop, laptop and mobile device support for corporate users.

Key Responsibilities

• Monitor, triage and resolve user tickets submitted via the ticketing system.
• Troubleshoot hardware, software and network issues on desktops, laptops, tablets and smartphones.
• Perform desk‑side support including device re‑imaging, operating system reinstallations and equipment configuration.
• Provide on‑site assistance for hardware repairs, peripheral setup and peripheral troubleshooting.
• Document resolutions, update knowledge base articles and follow ITIL best practices.
• Collaborate with Tier 1 and Tier 3 teams to ensure timely escalation and closure of complex incidents.
• Maintain inventory of spare parts and ensure all equipment complies with company security policies.

Required Qualifications

• Journeyman‑level experience in field service or desktop support (minimum 3 years).
• Strong knowledge of Windows and macOS operating systems, Microsoft Office suite and common enterprise applications.
• Experience with imaging tools (e.g., SCCM, MDT) and hardware diagnostics.
• Excellent communication skills and ability to interact professionally with end users.
• Valid driver’s license and ability to travel to multiple office locations within Miami‑Dade County.

Preferred Skills

• CompTIA A+, Network+ or Microsoft certifications.
• Familiarity with Active Directory, Office 365 and VPN technologies.
• Experience supporting mobile device management (MDM) solutions.

Compensation

Annual salary: $57,663.71 (fixed).

Frequently Asked Questions

What type of support does the Tier 2 FSE provide?

The engineer handles advanced troubleshooting for hardware, software, OS imaging, and mobile devices, as well as on‑site desk‑side assistance.

Is travel required for this position?

Yes, the role requires a valid driver’s license and travel to various office locations within Miami‑Dade County.

What certifications are preferred?

CompTIA A+, Network+, Microsoft certifications, and experience with Active Directory, Office 365, and MDM solutions are preferred.