Desktop Support Engineer Onsite & Field Services

Role Overview

We are seeking a skilled Deskside Support Engineer to deliver on-site and field support for desktops, laptops, mobile devices, AV systems, comms room equipment, and related IT infrastructure. The role involves providing high-quality 2nd-line support, troubleshooting, and technical assistance, ensuring exceptional customer service and adherence to SLAs.

Key Responsibilities

• Provide deskside and field technical support for desktops, laptops, tablets, smartphones, desk telephony, AV equipment, printers, and other end-user devices.
• Perform software installation, OS imaging/reimaging, and troubleshooting of hardware, operating systems, drivers, and applications.
• Manage incidents and service requests via the ticketing system, ensuring timely resolution and proactive customer updates.
• Administer IT infrastructure, including Azure AD, Intune, MS Active Directory, and policies.
• Support video conferencing systems, AV readiness, and VIP/Executive-level support.
• Deliver remote and onsite technical support, including Smart Hands, infrastructure administration, and network patching.
• Conduct asset inventory, routine health checks, and software/hardware lifecycle management.
• Assist in vehicle technology maintenance, code blue testing, and storm recovery operations as needed.
• Provide event support (audio/video planning, execution) and remote office site support.
• Ensure compliance with security, health, and safety standards.
• Train and guide end-users on hardware and software usage.
• Participate in shift rotations, BAU, and project-based work environments.

Required Skills & Experience

• Strong knowledge of end-user IT infrastructure: Desktops, Laptops, Printers, Smartphones, Tablets, etc.
• Expertise in Microsoft Windows 11 (and legacy versions), Office 365, Teams, Google apps, and ServiceNow.
• Administration experience with Azure, Intune, and Active Directory.
• Solid understanding of LAN technologies, hardware, and networking fundamentals.
• Skilled in OS deployment, imaging, and patching processes.
• Ability to perform routine technology health checks, incident management, and VIP-level technical support.
• Experience with IT asset management and ITIL-aligned service operations.
• Excellent troubleshooting, communication, and customer service skills.
• Ability to work independently in high-pressure and critical incident scenarios.
• Availability for 24x7 major incident support when required.

Preferred Qualifications

• Relevant IT certifications (Microsoft, CompTIA, ITIL, etc.).
• Experience with virtual desktop infrastructure (VDI) environments.
• Exposure to field IT operations, event support, and AV technology management.
• Proven experience in enterprise IT environments with advanced hardware/software troubleshooting.