Description:
Position Summary:
The IT Field Systems Engineer supports, maintains, and improves technology across a multi-entity hospitality and property development organization based in Lawrence, MA. The role spans field support, networking, structured cabling, wireless, point-of-sale, and systems administration, with frequent travel to restaurants, corporate offices, hospitality sites, and property locations.
This is not a desk-only support role. It requires someone who can move between store-level technology, network and Wi-Fi troubleshooting, cabling and hardware work, vendor coordination, and implementation, while operating in a fast-paced, multi-location environment.
Core responsibilities
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Field engineering and site support
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Provide hands-on IT support across restaurants, corporate offices, hospitality properties, and development sites.
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Troubleshoot and support store-level technology including POS terminals and kiosks, network equipment, printers, endpoints, phones, cameras, and related systems.
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Install, terminate, and test structured cabling ethernet, coax, and fiber, including patch panels and blocks, or coordinate the low-voltage contractors who do.
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Perform on-site installs, moves, changes, refreshes, and break/fix support on Windows, Mac, and Linux systems.
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Validate physical infrastructure such as network closets, cabling, switches, access points, and UPS equipment.
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Respond to escalated incidents requiring physical presence or advanced troubleshooting.
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Network, Wi-Fi, and infrastructure support
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Troubleshoot LAN/WAN, layer 2 and layer 3 switching and routing, firewall/VPN, and DHCP/DNS connectivity in coordination with internal IT, the MSP, ISPs, and telecom vendors.
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Provision, test, and troubleshoot wireless access points and Wi-Fi coverage, including site surveys and heat mapping, across multiple property types.
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Support VOIP and telephony, network monitoring, and circuit coordination with carriers.
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Support store openings, remodels, and property development technology needs.
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Assist with standardization of network layouts, device placement, naming conventions, and documentation.
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Escalate advanced design or security issues while collecting enough field data to support resolution.
Systems administration and endpoint support
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Support Windows and Mac endpoints, Windows servers, tablets and kiosks, user access, Microsoft 365, printers, line-of-business applications, and remote access tools.
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Manage user accounts and access through Active Directory and LDAP.
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Assist with device onboarding, imaging, asset tagging, lifecycle management, and documentation.
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Support RMM-based remediation, patching coordination, endpoint health checks, and remote troubleshooting.
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Identify repeatable issues and convert them into documented procedures or checklists.
Vendor and project coordination
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Coordinate with ISPs, telecom and VOIP providers, POS vendors, low-voltage and cabling contractors, camera vendors, alarm vendors, and other third parties.
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Attend scheduled vendor site visits, and confirm work completion, access needs, and follow-up items.
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Track vendor issues, installation blockers, service gaps, and expected invoices or follow-up work.
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Assist in project execution for new locations, store refreshes, corporate initiatives, and operational standardization.
Documentation and process improvement
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Update site documentation, asset records, vendor notes, diagrams, checklists, and support procedures.
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Help build repeatable IT standards for stores, food trucks, and other location types.
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Contribute to internal knowledge bases, the ticketing system, and asset and tracking tools.
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Escalate recurring problems and recommend permanent fixes rather than temporary workarounds.
Requirements:
Required qualifications
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3 to 6+ years of IT field support, systems administration, network engineering, MSP, or multi-site infrastructure experience.
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Strong hands-on troubleshooting across Windows, Mac, and Linux systems, networking, Wi-Fi, printers, phones, and business applications.
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Structured cabling experience: installing, terminating, and testing ethernet, coax, and fiber.
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Networking fundamentals: LAN/WAN, layer 2 and layer 3 switching and routing, firewalls, VPN, and wireless.
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User and access management with Active Directory (LDAP a plus).
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Comfortable traveling frequently and working in restaurants, offices, property and construction environments, and hospitality sites.
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Experience coordinating with vendors and communicating clearly with non-technical stakeholders.
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Ability to document work, follow checklists, create repeatable processes, and operate independently in the field.
Preferred qualifications
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Prior MSP experience, or experience supporting many locations.
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Wireless depth: Wi-Fi surveys and heat mapping, and platforms such as Ubiquiti or Cisco, including point-to-point and outdoor wireless such as Airfiber
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Firewalls and switching such as Fortinet and SonicWall.
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VOIP phone systems, network monitoring, and telecom circuits.
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Cable testing and certification tools.
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Microsoft 365, VPN/RDP, RMM tools, and asset management systems.
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Restaurant, hospitality, retail, POS and kiosk, or property development technology experience.
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Certifications such as CWNP (CWT or CWNA), Google IT Support Professional, CompTIA Network+ or Security+, Fortinet, Cisco, or Microsoft. Helpful but not required if experience is strong.
