Note: The job is a remote job and is open to candidates in USA. Green Thumb Industries (GTI) is seeking a Field IT Operations Engineer to support end-user technology and core IT infrastructure across multiple business locations. The role independently troubleshoots and maintains hardware, applications, servers, networks, and monitoring systems; supports infrastructure projects and incidents; documents technical work; and provides guidance to associate engineers while traveling up to 40%.
Responsibilities
- Independently troubleshoot, install, configure, repair, and maintain PCs, laptops, retail Point of Sale (PoS) systems, registers, receipt and label printers, iPads/iOS devices, VoIP phones, and related end-user technologies
- Diagnose hardware, software, peripheral, account, and connectivity issues; implement solutions and document work performed
- Coordinate equipment deployments, replacements, moves, and lifecycle activities while minimizing disruption to business operations
- Support and maintain Dell and Nutanix server environments, Windows Server 2016/2019, Meraki and Fortinet switches, firewalls, wireless access points, manufacturing IoT devices, ISP circuits, and related infrastructure
- Perform standard configuration changes, software installations, firmware updates, patching, testing, and preventive maintenance under established change-management procedures
- Troubleshoot copper Ethernet and single-mode fiber connectivity, network performance, wireless coverage, and site interconnectivity issues
- Take primary support ownership for assigned systems or locations while escalating high-risk, highly complex, or architecture-level issues to Senior Engineers or management
- Monitor, prioritize, investigate, and resolve incidents and service requests through the Freshservice helpdesk platform
- Proactively and reactively respond to alerts generated by the SolarWinds monitoring platform and other operational tools
- Act as an escalation resource for Associate Engineers on routine and moderately complex incidents
- Coordinate technical response activities during assigned incidents, communicate status to stakeholders, and engage Senior Engineers or vendors when broader leadership or advanced expertise is required
- Contribute technical findings to root-cause reviews and implement approved corrective or preventive actions
- Complete assigned portions of infrastructure upgrades, site openings, remodels, equipment refreshes, and technology deployments
- Review project requirements, identify technical dependencies, provide status updates, and communicate risks or delays to project leads
- Work effectively at offices, retail locations, manufacturing facilities, warehouses, and active construction sites, including environments that may be hot, cold, dusty, or temporarily without normal facilities
- Travel as required, including occasional last-minute trips, to support business-critical issues and scheduled project work
- Create and maintain accurate technical documentation, installation records, support procedures, diagrams, asset information, and knowledge-base articles
- Follow and reinforce company standards for security, change control, incident management, equipment installation, and customer communication
- Provide practical guidance and knowledge sharing to Associate Engineers without serving as the team’s primary mentor, technical authority, or highest escalation point
- Identify recurring issues and recommend practical improvements to system reliability, support processes, and operational efficiency
- Participate in after-hours, weekend, and holiday on-call support rotations
- Support information systems planning, implementation, administration, and operational readiness across multiple IT functional areas
- Perform additional responsibilities as assigned by management
Skills
- High School Diploma or equivalent required
- Flexibility to participate in on-call rotations and travel up to 40%, including occasional last-minute travel
- 3+ years of progressively responsible experience in IT operations, infrastructure support, field services, systems administration, or a related technical role
- Demonstrated ability to independently troubleshoot and resolve moderately complex hardware, software, server, network, wireless, and connectivity issues
- Working knowledge of end-user devices, retail PoS technology, Windows environments, server infrastructure, network equipment, monitoring platforms, and IT service-management practices
- Experience performing installations, configuration changes, patching, equipment deployments, and preventive maintenance using documented procedures
- Ability to organize work, manage multiple priorities, communicate status, and complete assignments with limited day-to-day supervision
- Strong written and verbal communication skills and a professional approach when working with internal customers, vendors, contractors, and team members
- Ability to document technical work clearly and provide appropriate guidance to less-experienced team members
- Valid driver's license and ability to meet company travel requirements, where applicable
- Ability to lift and carry up to 50 pounds and perform equipment setup, boxing, unboxing, mounting, and cable installation
- Ability to walk, stand, bend, kneel, climb stairs and ladders, use basic hand tools, take accurate measurements, and perform minor installation or carpentry-related tasks when required
- Ability to work safely around low-voltage cabling and electrical infrastructure while following company safety requirements and using qualified electrical personnel when required
- Ability to work in active construction sites and operational facilities where conditions may include heat, cold, noise, dust, limited access, or temporary lack of restroom facilities
- Associate's or Bachelor's degree in Information Technology or a related field preferred
- Preferred candidates must reside in one of our operating states: + FL, NY, PA
Benefits
- Remote role requiring up to 40% travel
- Positions may be eligible for a discretionary annual incentive program driven by organization and individual performance
Company Overview