About this role
Job description
Job Title: Field Engineer – IT Support
Job Summary
The Field Engineer is responsible for providing on-site IT support, installation, maintenance, and troubleshooting of end-user devices and IT infrastructure across various business locations. This role ensures high availability of IT systems, timely incident resolution, and a seamless end-user experience by supporting desktops, laptops, peripherals, and network connectivity.
Key Responsibilities
1. On-site Technical Support
- Provide on-site support for desktops, laptops, printers, mobile devices, and peripherals.
- Diagnose and resolve hardware, software, and connectivity issues.
- Support Windows/Mac operating systems, standard enterprise applications, and security tools.
2. Installation & Configuration
- Install, configure, and deploy new IT hardware and software including mobile carts and kiosks for users.
- Perform system upgrades, patching, and device replacements.
- Configure VPN, email, collaboration tools, and endpoint security software.
3. Incident & Service Request Management
- Respond to IT incidents and service requests through the enterprise ticketing system (e.g., ServiceNow).
- Ensure SLA compliance for assigned tickets.
- Provide timely updates and documentation in the ticketing system.
4. Infrastructure Support
- Support basic network troubleshooting (LAN/Wi-Fi connectivity).
- Assist with server room activities, cabling, and device installations.
- Coordinate with network, security, and infrastructure teams for complex issues.
5. Asset & Inventory Management
- Track IT assets, spare parts, and equipment inventory.
- Maintain accurate device lifecycle records and asset documentation.
6. Preventive Maintenance
- Perform health checks on endpoints and peripherals.
- Identify potential issues proactively and recommend improvements.
- Support initiatives for endpoint health monitoring tools (e.g., Nexthink or similar).
7. User Support & Training
- Provide end-user guidance and basic training on IT tools and systems.
- Ensure a positive Digital Employee Experience (DEX) by resolving issues quickly.
Key Competencies
- Strong troubleshooting and analytical skills
- Excellent customer service and communication skills
- Ability to work independently in field environments
- Strong documentation and reporting skills
- Time management and ability to handle multiple support requests
Working Conditions
- Requires travel to multiple office or client locations.
- May involve lifting and installation of IT equipment.
- Participation in on-call or after-hours support when required.