Field Support Engineer

Role Overview:
The Field Support Engineer will provide comprehensive on-site technical support, ensuring seamless operation of IT infrastructure and delivering exceptional customer service. This role involves diagnosing and resolving hardware, software, and network issues, managing IT assets, and supporting various technologies across multiple facilities.
Key Responsibilities:

• 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.
• 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.
• 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.
• 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.
• 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.

Required 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.
• Hardware troubleshooting and repair skills for desktops, laptops, and peripherals.
• Basic understanding of cybersecurity best practices and compliance requirements.
• 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.

Qualifications:

• 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.

Preferred Skills:

• Experience with ServiceNow ITSM platform.