Senior EndPoint Engineer

Job Description - Field Engineer Manager (Hospital / Healthcare Environments)

Experience: 12+ Years

Location: Hospital / Healthcare Campuses (multi-site travel required)

Job Summary

This role owns end-to-end delivery of the Field Engineering team - covering desktops, laptops, peripherals, network connectivity, and clinical workstation support - while ensuring minimal disruption to patient care areas. The Manager leads a team of Field Engineers across multiple hospital sites/campuses, drives SLA performance, manages vendor and asset lifecycle processes, and acts as the key IT escalation point for hospital administration, clinical department heads, and biomedical/clinical engineering teams.

Given the healthcare setting, the role requires strong awareness of infection control protocols, patient privacy and data security requirements, and the criticality of minimizing downtime for systems used directly in patient care (e.g., nursing stations, clinical workstations, mobile carts, and point-of-care devices).

Key Responsibilities

• Own end-to-end delivery of on-site IT support across hospital/clinical and administrative locations
• Ensure the team effectively supports:
  • Desktops, laptops, printers, mobile devices, and peripherals - including clinical workstations and mobile carts
  • Hardware, software, and connectivity troubleshooting across Windows/Mac and enterprise applications
  • Installation, configuration, and deployment of new IT hardware/software, including system upgrades and patching
  • VPN, email, collaboration tools, and endpoint security software configuration
• Drive SLA compliance for incidents and service requests logged via the enterprise ticketing system (e.g., ServiceNow)
• Ensure accurate, timely ticket documentation and updates across the team

• Ensure IT support activities are carried out with minimal disruption to patient care areas, wards, OT complexes, and nursing stations
• Coordinate closely with clinical engineering / biomedical engineering teams on shared or adjacent equipment (e.g., devices connecting to hospital network/EHR systems)
• Ensure team compliance with hospital infection control protocols, restricted access areas, and site-specific safety requirements when working in clinical zones
• Prioritize and expedite support for patient-care-critical systems and devices during incidents
• Support IT readiness for new hospital wings, clinical department moves, and equipment rollouts
• Maintain awareness of healthcare data privacy and security requirements (e.g., HIPAA or local equivalents) in all field support activities

• Lead, schedule, and manage Field Engineers across multiple hospital sites/campuses, including on-call and after-hours coverage
• Recruit, onboard, train, and mentor Field Engineers on hospital-specific protocols and technical skills
• Conduct performance reviews, coaching, and career development planning
• Build coverage rosters ensuring adequate on-site presence across shifts and locations, including emergency/on-call response

• Oversee support for basic network troubleshooting (LAN/Wi-Fi connectivity) across hospital facilities
• Oversee server room activities, cabling, and device installation projects
• Act as the escalation point for complex issues, coordinating with network, security, infrastructure, and clinical engineering teams
• Lead incident communication with hospital administration and clinical stakeholders during major disruptions
• Drive root cause analysis (RCA) and preventive action tracking for recurring field issues

• Own IT asset, spare parts, and equipment inventory management across all supported hospital sites
• Ensure accurate device lifecycle records, asset documentation, and audit readiness
• Manage vendor relationships for hardware procurement, repairs, and replacements

• Drive preventive maintenance programs and health checks across endpoints and peripherals, including clinical devices
• Proactively identify potential issues and recommend improvements to reduce field incidents
• Champion endpoint health monitoring tools (e.g., Nexthink or similar) and Digital Employee Experience (DEX) initiatives

• Ensure the team provides clear end-user guidance and training on IT tools and systems, including clinical staff
• Act as primary IT point of contact for hospital administration, department heads, and clinical leadership on field support matters
• Present service performance, ticket trends, and improvement plans in governance/review meetings
• Champion a positive Digital Employee Experience (DEX) across clinical and non-clinical staff

Required Skills & Qualifications

• Strong background in on-site/field IT support - desktops, laptops, peripherals, and network connectivity
• Solid understanding of Windows/Mac operating systems, enterprise applications, and endpoint security tools
• Experience with ticketing systems (e.g., ServiceNow) and SLA-driven support delivery
• Working knowledge of basic networking (LAN/Wi-Fi) and server room / cabling activities
• Exposure to endpoint health monitoring tools (e.g., Nexthink or similar)

• Prior experience supporting IT in hospital or healthcare environments strongly preferred
• Understanding of clinical workflows and the criticality of minimizing downtime for patient-care systems
• Familiarity with infection control protocols and site access requirements in clinical settings
• Awareness of healthcare data privacy/security requirements (e.g., HIPAA or local equivalents)
• Ability to coordinate with clinical/biomedical engineering teams on shared network-connected devices

• Proven experience managing field engineering or on-site support teams across multiple locations
• Strong people leadership - hiring, coaching, performance management, and team development
• Ability to build and manage coverage rosters, including on-call and after-hours support

• Excellent customer service and communication skills, including with clinical staff and hospital leadership
• Strong troubleshooting, analytical, and decision-making skills under pressure
• Strong documentation and reporting skills
• Ownership mindset with a proactive, continuous-improvement orientation
• Time management and ability to prioritize across multiple sites and support requests

Working Conditions

• Requires travel to multiple hospital sites, clinical departments, and administrative locations
• May involve lifting and installation of IT equipment, including in clinical/patient-care areas
• Participation in and oversight of on-call or after-hours support, including emergency response for patient-care-critical incidents
• Must be comfortable working within hospital protocols, restricted-access clinical zones, and infection control requirements

Experience & Education

• 10+ years of overall experience in IT field engineering / on-site technical support
• 3+ years in a leadership role managing field engineers or on-site support teams, ideally in a hospital/healthcare setting
• Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience)
• ITIL Foundation certification preferred

Key Performance Indicators (KPIs)

• SLA adherence for field incidents and service requests
• Uptime and availability of patient-care-critical systems and clinical workstations
• Ticket resolution time and first-visit resolution rate
• Asset lifecycle accuracy and audit readiness
• Reduction in repeat/recurring field incidents
• End-user and clinical staff satisfaction (CSAT / DEX scores)

What Good Looks Like in This Role

• Hospital IT field operations run reliably with minimal disruption to patient care
• Field Engineers are well-trained on both technical skills and hospital-specific protocols
• Clinical staff and hospital leadership have strong confidence in IT field support responsiveness
• Proactive preventive maintenance reduces recurring incidents on clinical and non-clinical devices
• Asset management and vendor coordination are audit-ready and cost-efficient