Field Support Engineer

Field Support Engineer

Education & Experience
•       Associate degree in Information Technology, Computer Science, or related field; or equivalent work experience
•       2+ years of experience in desktop support, field services, or similar technical support role
•       Experience supporting Windows and Mac operating systems
•       Familiarity with mobile device management (MDM) platforms (Intune, AirWatch, etc.)
Technical Skills
•       Strong knowledge of Windows 10/11, macOS, iOS, and Android platforms
•       Proficiency with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
•       Understanding of Active Directory, DNS, DHCP, and network troubleshooting
•       Experience with remote support tools and ITSM platforms (ServiceNow preferred)
•       Hardware troubleshooting and repair skills for desktops, laptops, and peripherals
•       Basic understanding of cybersecurity best practices and compliance requirements
Soft Skills
•       Excellent customer service and interpersonal communication skills
•       Strong problem-solving abilities with attention to detail
•       Ability to work independently and manage time effectively
•       Professional demeanor and ability to maintain confidentiality
•       Flexibility to adapt to changing priorities and work schedules
Roles & Responsibilities
Key Responsibilities
Technical Support & Troubleshooting
•       Provide on-site technical support for desktops, laptops, printers, peripherals, and mobile devices
•       Diagnose and resolve hardware, software, and network connectivity issues
•       Perform equipment installations, configurations, and upgrades
•       Execute break-fix activities including hardware replacements and repairs
•       Support conference room technology, audiovisual equipment, and collaboration tools
Service Delivery & Customer Experience
•       Respond to service requests and incidents in accordance with SLA requirements
•       Deliver white-glove service for executive and VIP users
•       Communicate technical information clearly to non-technical users
•       Provide on-site assistance during new hire onboarding and technology transitions
•       Ensure positive end-user experience through proactive communication and timely resolution
Asset & Inventory Management
•       Maintain accurate inventory of IT equipment and accessories
•       Perform asset tagging, tracking, and documentation in ServiceNow CMDB
•       Coordinate equipment staging, imaging, and deployment
•       Manage equipment refresh cycles and decommissioning activities
•       Ensure compliance with asset management policies and procedures
Incident & Request Management
•       Log, track, and resolve incidents and service requests in ServiceNow
•       Escalate complex issues to appropriate support teams (L2/L3) with detailed documentation
•       Follow standard operating procedures and knowledge base articles
•       Contribute to knowledge base by documenting solutions and troubleshooting steps
•       Participate in incident and problem management processes
Collaboration & Coordination
•       Coordinate with remote support teams, vendors, and other IT groups
•       Support technology rollouts, migrations, and special projects
•       Participate in site walks and proactive equipment health checks
•       Assist with disaster recovery and business continuity activities
Provide coverage across multiple facilities as needed