About the RolevdBA SecureOps is building a security-led managed services practice for life sciences clients. The Field Engineer is our hands-on, in-person technical presence- the person who shows up, sets things up, and fixes what can't be fixed remotely. Because so much of this role is in person, professionalism, communication, and organization matter as much as technical skill. Meraki and MSP expertise are required for this role.
Key ResponsibilitiesOn-Site & Field Support- Serve as vdBA's in-person technical presence at client sites - deskside support, hardware installs and refreshes, and hands-on troubleshooting.
- Handle scheduled on-site work (new-site setups, equipment deployments, moves/adds/changes) and respond to on-site escalations when remote resolution isn't enough.
- Represent vdBA professionally in front of client staff and executives at all times - courteous and dependable.
Networking & Meraki- Deploy, configure, and troubleshoot Cisco Meraki networking (switches, access points, security appliances) across client environments.
- Support core networking day to day: VLANs, firewall rules, wireless, VPN, and ISP/circuit issues.
- Coordinate on-site with vendors and carriers to resolve connectivity and hardware problems.
Endpoint & Systems Support- Support and maintain Windows endpoints, Microsoft 365, and common business applications for managed clients.
- Support and troubleshoot macOS endpoints, including provisioning, configuration, and integration with Microsoft 365 and existing IT infrastructure.
- Perform endpoint provisioning, imaging, patching, and security-baseline enforcement via Intune/RMM.
- Assist with server, Active Directory, and backup/disaster-recovery tasks under the direction of senior engineers.
Escalation & Ticket Handling- Own Tier 1/Tier 2 tickets end to end, escalating the most complex issues to the Senior Systems Engineer / Solutions Architect (Tier 3).
- Keep tickets, time entries, and documentation meticulously current in the PSA.
- Follow runbooks and standard procedures, and contribute improvements back to the knowledge base.
Client Experience & Communication- Communicate clearly and proactively with clients - setting expectations, explaining issues in plain language, and closing the loop.
- Partner with the service desk and client success to keep the client experience consistent and professional.
- Support onboarding of new clients, sites, and devices into the managed environment.
QualificationsRequired- Must come from an MSP - experience supporting multiple clients/environments, not a single-organization IT department.
- Hands-on experience with Cisco Meraki networking - this is required, not preferred.
- Solid Windows endpoint, Microsoft 365, and general desktop/infrastructure support experience.
- Working knowledge of macOS support in a business environment, including provisioning, configuration, and troubleshooting in mixed Windows/Mac environments.
- Comfortable working on-site and in person with clients, including executives, with a highly professional presence.
- Extremely strong communication skills, both written and verbal.
- Highly organized, with strong time management and follow-through across multiple clients and tickets.
- Experience owning Tier 1/2 tickets and sound judgment on when to escalate.
- Reliable transportation and willingness to travel locally to client sites within the metro area.
Preferred- Relevant certifications (e.g., CompTIA A+, Network+, Security+, Cisco Meraki/CMNA, or Microsoft 365 certifications).
- Experience serving life sciences or biotech industries.
- Familiarity with the standard MSP PSA/RMM toolset (e.g., ConnectWise, NinjaOne, Datto, Kaseya).
- Exposure to security-led or compliance-conscious environments (SOC 2, HIPAA, HITRUST).
- Some PowerShell or scripting exposure and an interest in automation.
What We're Looking For- Highly organized and dependable - the person clients and teammates can count on to follow through.
- A strong communicator who makes clients feel informed and taken care of.
- A fast learner who is energetic and adaptable in a fast-growing environment.
