Desktop Support

Field service engineer - Desktop Support

Responsibilities:

We are seeking a Field Services engineer with 4-7 years of onsite desktop support experience across office and factory environments. The role covers break/fix and deployment support for laptops/desktops, rugged factory laptops, printers, handheld scanners, and conference room A/V devices. The technician will execute incidents/requests via ITSM processes, leverage tools like IT Shop, SCCM, Nexthink for endpoint visibility, and apply strong Windows plus basic networking troubleshooting to restore services quickly

Key Responsibilities

● Provide hands-on onsite support (break/fix, deployments, escalations) for laptops/desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and conference room A/V systems.

● Monitor ticket queues and assign tickets through ITSM tools;

● Perform incident management, RCA for major incidents, and drive issue prevention.

● Create and maintain SOPs, runbooks, and knowledge articles.

● Utilize tools such as SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.

● Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.