Field Support Engineer II

Position Title: Field Support Engineer II Position Type: Regular - Full-Time Grade: Grade 04 Requisition ID: 45122 In every role, McCainers are ambitious, curious, and passionate about creating exceptional work experiences - together. With a customer-first mindset, we make doing business with McCain easy. About the role. The Field Support Engineer II is a senior onsite technical resource and a highly visible representative of Digital Technology. Reporting to the Manager, Regional Service Delivery, you will provide end-to-end technology support for more than 200 users across a corporate office environment, including white-glove support for senior leaders. You will take ownership of onsite IT services and partner with local and global teams to maintain reliable operations. You will also help advance automation, AI, data, and digital adoption to improve productivity, user experiences, and business decision-making. What you’ll be doing. Provide end-to-end onsite and remote IT support across end-user computing and site technology infrastructure, helping ensure the availability and reliability of business-critical systems. Deliver white-glove technical support for senior leaders and resolve issues involving desktops, laptops, peripherals, mobile devices, and local applications. Manage meeting-room and collaboration technologies to support seamless onsite, remote, and hybrid meetings. Administer, monitor, maintain, and troubleshoot local servers, backups, data restoration processes, and related site infrastructure. Identify and advance AI, data science, automation, and digital use cases that improve office productivity and decision-making. Support the responsible deployment and adoption of AI-enabled solutions, including user enablement, training, and change communications. Execute Evergreen refresh activities for PCs, networks, and servers while maintaining accurate IT asset records through HAM Pro. Ensure local IT infrastructure is secure, reliable, operational, and aligned with global IT standards, escalating exceptions to the appropriate regional IT leader. Manage or coordinate physical security systems, endpoint security controls, IT procurement activities, and mobile device administration. Act as a trusted connection between Digital Technology and the local business, translating complex technical issues into clear, professional updates for senior leaders and other stakeholders. Perform software testing and deployments, sharing feedback with Global IT teams to improve operational efficiency and user adoption. Partner with internal teams, external vendors, service providers, and technology partners to resolve issues and deliver consistent IT services. What you’ll need to be successful. Bachelor’s degree in Information Technology, Engineering, Data Science, Artificial Intelligence, Automation, or a related field. At least five years of relevant industry experience, preferably including white-glove technical support for senior leadership. Experience working in a global IT support environment and collaborating effectively with geographically distributed teams. Strong hands-on experience with Windows desktop environments, Active Directory, Windows Server, and Microsoft 365. Practical experience designing, integrating, or operationalizing large language models and small language models using platforms such as OpenAI, Anthropic Claude, or similar technologies. Understanding of AI model selection, prompt engineering, APIs, security considerations, fine-tuning, and enterprise-scale deployment within IT or data platforms. Demonstrated ability to deliver AI-enabled productivity, automation, or data-driven solutions with measurable improvements to business outcomes. Working knowledge of endpoint security, malware prevention, cybersecurity practices, and PC security controls. Proficiency with IT service management processes, including incident, problem, and change management, along with experience using ServiceNow. Understa…

View the full posting and apply