Job Summary
The Onsite Field Engineer is responsible for providing hands-on IT support services at customer locations, ensuring seamless operation of end-user computing devices, workplace technologies, and IT infrastructure. The role focuses on device lifecycle management, incident resolution, IMAC activities, asset management, and customer engagement while maintaining agreed service levels and compliance standard • Communicate clearly with leadership, staff, clients, and stakeholders • Able to work independently, seeking help only for highly complex tasks. • Flexible schedule, available for after-hours changes. • Strong verbal and written communication skills. • Monitor and tune network performance as needed. • Diagnose and resolve connectivity issues. • Collaborate with clients and vendors on product/service implementations. • Maintain security and compliance standards. • Work with internal teams to solve persistent issues. • Document customer network architecture accurately and keep records updated. • Schedule and prepare project activities and related documentation. • Administer SLAs and integrate outcomes into service improvement plans. • Identify at-risk components and develop mitigation strategies. • Facilitate planning meetings to clarify scope and expectations. • Enhance customer adoption of tools and resources. • Lead initiatives to empower customers with technical solutions.
Key Responsibilities
Provide onsite support for desktops, laptops, mobile devices, printers, and peripherals. Perform Install, Move, Add, and Change (IMAC) activities. Support new hire onboarding and employee offboarding activities. Execute device refresh, replacement, and return processes. Perform user data migration, device handover, and hardware provisioning. Support Autopilot enrollment and device deployment activities Diagnose and resolve hardware, software, operating system, and connectivity issues. Support Microsoft Windows, Office 365, Teams, Outlook, and related workplace technologies. Coordinate with OEM vendors for warranty and break-fix activities.
Skill Requirements
Manage incidents and service requests through ServiceNow. Ensure accurate ticket updates, documentation, and timely closure. Escalate complex issues to resolver groups and track resolution. Maintain adherence to SLAs and customer service expectations. Maintain asset inventory records and stock management. Update CMDB and asset databases accurately. Coordinate with Hardware Asset Management (HAM) teams for asset tracking and audits. Support disposal and asset retirement activities as per compliance requirement
Other Requirements
Strong troubleshooting skills for Windows laptops/desktops and peripheral devices. Experience with Microsoft Intune, Autopilot, and endpoint management tools. Knowledge of Active Directory, Azure AD, Office 365, Teams, and Outlook. Understanding of networking fundamentals (LAN, Wi-Fi, TCP/IP, VPN). Experience working with ServiceNow or similar ITSM tools. Familiarity with ITIL processes and service management concepts. Excellent customer-facing communication skills
Job Description : Bachelor\\\\\\\'s Degree/Diploma in Computer Science, Information Technology, or related field.\\\\r\\\\n3 to 8 years of experience in End User Computing (EUC) or Field Support Services.\\\\r\\\\nITIL Foundation certification preferred.\\\\r\\\\nMicrosoft certifications are an added advantage\\\\r\\\\nCustomer-centric mindset\\\\r\\\\nProblem-solving and analytical skills\\\\r\\\\nOwnership and accountability\\\\r\\\\nStrong communication and stakeholder management\\\\r\\\\nAbility to work independently in a dynamic environment\\\\r\\\\nFlexibility to travel between customer locations when required