End User Support Technician

Job Description: Field Engineer – End User Devices & Hands and Feet Support

Key Responsibilities:-

End-User Device Support:

• Provide on-site support for desktops, laptops, printers, mobile devices, and other peripherals.

• Perform hardware diagnostics, repairs, upgrades, and installations.

• Troubleshoot and resolve software-related issues, including operating systems, applications, and patches.

• Configure and provision end-user devices based on organizational standards.

Hands and Feet Support:

• Act as the on-site technical resource for remote IT teams, assisting with physical tasks such as hardware replacements, cable management, and device installations.

• Perform basic network troubleshooting and assist in resolving connectivity issues.

• Support server room activities, including racking and stacking equipment, cable patching, and hardware inspections.

Incident and Request Management:

• Respond promptly to service requests and incidents raised by end users or IT teams.

• Document and escalate unresolved issues to higher-level support teams.

• Ensure timely resolution of issues within defined SLAs.

Inventory and Asset Management:

• Maintain accurate records of IT assets, including end-user devices and peripherals.

• Assist in tracking and managing inventory levels for spare parts and equipment.

Required Skills and Qualifications:

• Proven experience in providing on-site support for end-user devices and IT hardware.

• Strong knowledge of Windows, macOS, and mobile operating systems.

• Hands-on experience with hardware diagnostics, repairs, and installations.

• Basic understanding of networking concepts, including LAN, WAN, and Wi-Fi troubleshooting.

• Familiarity with IT service management tools and ticketing systems.

• Excellent problem-solving and troubleshooting skills.

• Strong communication and interpersonal skills.

Preferred Skills (Good-to-Have):

• Certifications such as CompTIA A+, ITIL Foundation, or equivalent.

• Experience with Active Directory, OAice 365, and remote support tools.

• Knowledge of server hardware and basic data center operations.

• Familiarity with imaging and deployment tools (e.g., SCCM, MDT).

• Experience in working in multi-site environments.

Work Environment:

• Requires travel to various locations to provide on-site support.

• Ability to lift and move IT equipment as needed.

• Availability for on-call support and flexible working hours.

Key Activities:

• On-site & remote deskside support for dedicated sites

• 24×5 coverage with on call for off-hours; project off-hour support

• User training and onboarding/oAboarding (JML)

• Site documentation (floor plans, architecture)

• Asset & equipment management (inventory, refreshes, storage/distribution/disposal)

• Smart Hands (printers, network, voice, servers)

• Data/server room upkeep

• Conference room A/V & Teams Rooms support

• Mobile phone support

• VIP support

• GMP & non-GMP lab systems support (hardware, software, user accounts)

• SLA tracking and reporting

Work Location: In person