Field Support Engineer
Prophecy Technologies
Role Overview: The Field Support Engineer will provide comprehensive on-site technical support for end-users, ensuring seamless operation of IT hardware, software, and network systems. This role involves diagnosing and resolving technical issues, performing equipment installations and upgrades, and delivering high-quality service to maintain a positive end-user experience across multiple facilities. Key Responsibilities:
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- ITIL certification or relevant compliance certifications (such as CISM, CRISC).
Vacancy posted 1 day ago
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