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Monmouth Cyber · 1 month ago

IT Field Engineer – Projects & Escalations (L2/L3)

Shrewsbury, NJ

Full-time

Onsite

Senior Level

5+ years exp

Monmouth Cyber is a fast-growing Managed Service Provider delivering best-in-class IT support, cybersecurity, and cloud solutions. They are seeking an experienced IT Field Engineer (L2/L3) to manage advanced technical issues, support critical IT projects, and collaborate with senior engineers to ensure client environments operate reliably and securely.

ComputerInformation ServicesInformation Technology

Responsibilities

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

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

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

Produce accurate, up-to-date documentation for configurations, procedures, and troubleshooting steps

Contribute to team knowledge bases and mentor Level 1 staff as needed

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

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

Participate in scheduled on-call rotation for urgent incidents

Provide after-hours support when required to maintain service continuity

Qualification

IT support experienceCompTIA certificationMicrosoft certificationCisco certificationServer migrationsNetwork upgradesTroubleshooting skillsClient communicationTechnical documentationTeam collaboration