Field Support Engineer
We are seeking a dedicated Field Support Engineer to take charge of the installation, configuration, and troubleshooting of network infrastructure hardware and software. In this role, you will provide comprehensive support for a wide array of IT hardware and software, with a focus on physical workstations, including laptops, desktops, peripherals, and more. This position also involves remote troubleshooting, remote desktop support, physical hardware inventory management, and client-facing responsibilities. If you possess the technical prowess and interpersonal skills to excel in this dynamic field, we encourage you to apply.
- Install, maintain, and repair company and multi-vendor systems, including hardware, software, and networking products, as well as operating systems.
- Diagnose and resolve hardware performance issues, including decision-making on equipment replacement and executing the entire replacement process, including asset removal and new asset implementation.
- Assume responsibility for potential follow-up services and escalations as needed.
- Contribute to the implementation of new company service solutions and short projects as directed by the supervisor.
- Effectively manage IT assets, including tagging existing and new assets during rollout.
- Ensure a seamless user experience during the setup of new equipment, conducting necessary onsite testing to guarantee access to applications and technical solutions.
- Exhibit a friendly and helpful attitude with excellent interpersonal skills, facilitating effective collaboration.
- Demonstrate strong problem-solving skills and abstract thinking to tackle complex issues.
- Multitask efficiently, maintain professionalism during stressful situations, and exercise patience.
- Address hardware and application support queries reported to the Field Services team.
- Take ownership of issues from start to resolution and escalate when necessary.
- Ensure accurate documentation of work requests with submission dates and times.
- Develop a thorough understanding of IT operations, applications, systems, and business processes.
- Cultivate technical expertise in company systems and specialized knowledge in designated areas.
- Maintain up-to-date knowledge of operating systems, application software, and company guidelines and procedures.
- Escalate issues to appropriate support team members when necessary.
- 2 to 5+ years of experience in field services support, with specific expertise in configuring, implementing, and maintaining IT assets (Laptops, Desktops, Peripherals) and onsite technical issue resolution.
- Familiarity with Incident Management, Service Request management, and DEPOT model.
- Proficiency in Microsoft Desktop OS within a domain environment, including desktop application configurations and troubleshooting.
- Familiarity with standard Microsoft Productivity Applications (e.g., Microsoft Office, Outlook) and major web browsers (Google Chrome, Mozilla Firefox, EDGE, IE, etc.).
- Working knowledge of the ServiceNow ticketing tool.
If you meet these qualifications and are ready to contribute your technical skills in a dynamic environment, we invite you to apply for this Field Support Engineer position.