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

Generic Managerial Skills, If any

Strong technical understanding of IT systems and infrastructure.

Familiarity with compliance standards and regulations.

Excellent verbal and written communication skills.

Strong analytical and problem-solving skills with attention to detail.

Ability to work collaboratively across technical and compliance teams.

Willing to travel different Sites.

Availability for occasional after-hours or weekend support

Certifications: ITIL certification or relevant compliance certifications (such as CISM, CRISC) are preferred.