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
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