At DHL, our people are our greatest asset! Everyone’s contribution drives us to be the world's #1 logistics company.
Certified as a Great Place to Work, we're dedicated to fostering a positive, collaborative, and supportive environment for all. Our commitment and engagement with Our People ensure we continuously build a workplace we're all proud of. Plus, with competitive compensation and exceptional perks, we make sure your personal life shines just as brightly as your career.
SUMMARY:
The Field Systems Engineer provides enterprise-level technical support to DHL eCommerce Solutions employees and operations. This position serves as the primary onsite IT resource for a major distribution center hub and may also support assigned remote sites.
Working independently, the Field Systems Engineer diagnoses and resolves hardware, software, operating-system, and network-related issues. Responsibilities include installing and configuring applications and equipment, supporting Windows and Android devices, troubleshooting network connectivity, and using remote-support tools to provide timely assistance. The position also coordinates with centralized IT teams and approved vendors to maintain reliable IT systems, minimize operational interruptions, and ensure a high level of customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
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Serve as the primary IT point of contact across multiple sites, providing exceptional customer service and ensuring that critical IT systems remain fully operational.
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Independently troubleshoot and resolve hardware, software, connectivity, and end-user issues through the incident-management system.
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Install, replace, configure, and support:
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Windows desktops and laptops
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Label printers
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Handheld scanners
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Microsoft Office applications
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Android devices
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Mobile device management solutions
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Related peripherals and operational equipment
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Consult with customers regarding end-user computing, desktop systems, and software applications.
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Resolve complex or less-defined technical issues and escalated service requests.
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Coordinate with centralized IT global teams and authorized vendors to resolve incidents and restore services.
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Perform maintenance and support activities involving IT utilities, peripherals, and network hardware.
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Provide second-tier technical support to internal and external customers.
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Document customer contacts, troubleshooting activities, issues, resolutions, and follow-up actions in the incident management system.
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Meet or exceed established service-level agreements and properly escalate unresolved technical issues.
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Maintain and expand technical and industry knowledge through training, technical documentation, and independent research.
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Provide input regarding new applications, features, equipment, usability, and long-term supportability.
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Develop and submit proposed solutions and knowledge-based articles for internal and external documentation.
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Serve as a subject-matter expert for site-related IT issues and operational technology requirements.
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Test and approve new equipment and develop standard hardware specifications for enterprise deployments.
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Coordinate the distribution and deployment of IT equipment throughout the organization.
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Support IT Procurement with equipment approvals, hardware requirements, inventory control, and asset-management activities.
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Travel to assigned sites to evaluate IT readiness and preparedness for peak-season operations.
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Support distribution-center moves, expansions, new-site installations, and technology-deployment activities.
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Perform additional duties as assigned.
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Log service tickets, write detailed incidents reports, and maintain asset configurations.
EDUCATION AND EXPERIENCE REQUIRED:
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Bachelor’s degree in information technology or a related field, or an equivalent combination of education and experience supporting Microsoft desktop technologies.
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2+ years of experience providing PC technician, field services, or desktop-support services.
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In-depth knowledge of hardware and software installation, configuration, troubleshooting, maintenance, and resolution of Windows desktop-related issues.
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Experience with or knowledge of the following technologies is preferred:
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Windows system imaging and deployment
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Lenovo, Dell, and HP hardware platforms
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Service-desk and incident-management software
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Remote-support and remote-control utilities
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Microsoft Active Directory
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Microsoft Group Policy
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TCP/IP networking
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Android operating systems
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Mobile device management platforms (SOTI, Zebra)
REQUIREMENTS/SKILLS:
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Ability to work independently, manage site expectations, prioritize competing requests, and complete assignments with limited supervision.
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Ability to troubleshoot technical problems and escalate unresolved issues to the appropriate support level.
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Demonstrated ability to provide a high level of customer service, meet or exceed service-level agreements, and collaborate effectively in a team environment.
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Strong written and verbal communication skills, with the ability to communicate technical information effectively to employees at multiple organizational levels.
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Microsoft, Cisco, or CompTIA certifications are preferred but not required.
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PowerShell scripting experience is helpful but not required.
PHYSICAL DEMANDS:
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Ability to move and lift technical equipment weighing up to 50 pounds.
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Ability to crouch, bend, kneel, reach, and work in confined areas when installing or connecting technical equipment.
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Work is performed in both office and distribution-center environments.
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The distribution-center environment may include variations in temperature and humidity, as well as exposure to noise, dust, fumes, and other warehouse-related conditions.
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Travel of up to 10% may be required to support assigned remote sites, site-readiness audits, equipment deployments, peak-season preparation, facility moves, and new-site installations.
As a leading logistics company in one of the fastest growing industries, at DHL eCommerce, we offer our employees, and their dependents benefits and incentives to make them successful at work and home.
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Competitive Pay
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Bonus Programs
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Retirement Savings - 401k with company match
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Medical, Dental, Vision, Well-being programs
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FSA/HSA availability
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Tuition Reimbursement
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Paid Time Off including vacation and sick time
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Company Paid Holidays and Floating Holidays
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Paid Parental Leave
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Employee Discount Program
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Employee Assistance & Work Life Program
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Short Term and Long-Term Disability
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Life Insurance
We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.
Equal Opportunity Employer - Veterans/Disability
