Field Engineer (Dedicated Team)

Field Engineer (Dedicated Team)- Jacksonville, FL FLAGLER TECHNOLOGIES Managed Services Jacksonville, FL Metro | Full-Time | Field-Based Who Are We? We're more than just an IT support provider - we're a team committed to delivering exceptional service while fostering growth and development within our ranks. Our mission is to empower the next generation of IT professionals by creating opportunities for leadership and career advancement. When you join us, you become part of a team that's as invested in your success as we are in providing top-tier support to our clients. For this position, we're looking for a hands-on Field Engineer who lives in the Jacksonville area, enjoys being on the road, and takes pride in getting restaurant technology back up and running quickly. You'll support a dedicated restaurant customer with dozens of locations across Northeast Florida and southeast Georgia, working alongside a team lead and another field engineer who covers the northern portion of the territory. What Does a Typical Day Look Like in This Role? This is a field-based role. More than half of your time may be spent driving between restaurant locations and working on site. Some days may include several store visits, while others may require little travel. When a support request comes in, you'll first attempt to resolve it remotely and then travel to the restaurant when hands-on service is needed.

A typical day may include:

• Monitoring ticket queues, backlogs, work assignments, and resolution times for the stores in your territory.
• Receiving tickets escalated from the customer's third-party Tier 1 help desk and determining when an issue requires an on-site visit.
• Troubleshooting by phone with store staff, then traveling on site when the issue cannot be resolved remotely.
• Troubleshooting and replacing in-store hardware, including point-of-sale terminals, kitchen display systems and controllers, back-office computers, displays, headsets, and network equipment.
• Managing hardware swaps, returns, and return merchandise authorizations.
• Working directly with vendors to resolve hardware issues that fall outside our support scope.
• Running, terminating, and testing network cabling and helping maintain reliable network connectivity within the stores.
• Maintaining a practical inventory of small parts and supplies in your vehicle and picking up larger equipment from the local parts location when needed.
• Documenting work with clear, accurate ticket notes and time entries.
• Providing store staff and customer contacts with clear updates on open issues and participating in recurring customer meetings as needed.
• Following established procedures, keeping shared records current, and coordinating store visits with the team lead and other field engineer. Territory and travel: Most locations are within approximately 50 to 60 miles of the Jacksonville metro area, including St. Augustine and the St. Marys and Kingsland areas of southeast Georgia. Individual trips may exceed 150 miles, and weekly mileage can range from approximately 100 miles to 1,000 miles or more depending on service demand. You'll also provide backup coverage for locations farther north in Georgia and South Carolina when needed. Schedule: The supported restaurants operate daily from 6:00 AM to midnight. This role participates in an on-call rotation covering those operating hours. After-hours responses are uncommon but may occasionally be required. Vehicle: You'll need a valid driver's license and a reliable, properly maintained personal vehicle suitable for frequent local and regional travel. What Qualifications or Experience Do I Need?

We're looking for someone who is comfortable working with hardware, communicating with people, and spending a significant part of the day behind the wheel. Previous experience with restaurant kitchen equipment is not required.

Candidates should bring:

• Hands-on experience troubleshooting, repairing, and replacing computers, point-of-sale systems, peripherals, and network hardware.
• Working knowledge of basic networking and network cabling, including terminating and testing Ethernet cable.
• Friendly, professional customer-service skills, including the ability to communicate effectively with non-technical store employees.
• The ability to work independently, manage a changing schedule across multiple locations, and take ownership of issues through resolution.
• Comfort contacting vendors and coordinating with them to resolve hardware issues.
• Careful attention to ticket documentation, time-entry accuracy, and follow-through.
• Residence in the Jacksonville, Florida metro area.
• A valid driver's license and a reliable, properly maintained vehicle suitable for frequent local and regional travel.
• Willingness to travel extensively, including occasional longer trips into Georgia and South Carolina for coverage.
• Availability to participate in an on-call rotation that supports restaurant operating hours from 6:00 AM to midnight.
• The ability to lift up to 50 pounds safely.
• A personal set of the basic networking and hand tools listed below.

Tools you'll be expected to provide and maintain:

• RJ45 and Cat5 crimping tool
• Punch-down tool
• Wire strippers
• Assorted flathead and Phillips screwdrivers
• T25 and T17 security Torx bits
• Tone generator and probe
• Network cable tester
• Cordless drill Just as importantly, we're looking for someone who is humble, hungry, and people-smart - someone who supports the team, communicates directly with store staff and customer contacts, and takes pride in getting things fixed correctly the first time. What Will Help You Stand Out?

While not required, you'll stand out if you have:

• Experience supporting point-of-sale, restaurant, or retail technology.
• Field-service experience supporting multiple locations across a geographic territory.
• Experience working within a managed services provider or supporting a dedicated customer account.
• Familiarity with ticketing systems and resolving tickets escalated from another support tier. What Else Should You Know About Us?
• 3 Weeks of Paid Time Off (vacation and sick time accrued, subject to manager approval).
• Healthcare Options with 75% of your premium covered.
• Dental & Vision Services
• Group Life Insurance
• 401k with up to 4% matching and immediate vesting*
• Professional development support, including training and certification reimbursement.* *Devices used to access company resources must be managed by Flagler Technologies while being used for work. A company computer and required peripherals will be provided. You'll need a personal cell phone for multi-factor authentication. Thanks for considering a position with us!

If you're a hands-on technician who lives in the Jacksonville area, enjoys working in the field, and takes pride in keeping technology running for busy restaurants, we'd like to hear from you. Apply today to be considered. Application Review Process Notice Please Read We will reach out if your qualifications match the role. Please do not call or email for application updates so our team can stay focused on supporting our clients.