Field Support Engineer

Field Support Engineer

Location: Jupiter, FL 100% Onsite Duration: 6 months Experience: 5+ Year

Education & Experience

• 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 • Experience supporting Windows and Mac operating systems • Familiarity with mobile device management (MDM) platforms (Intune, AirWatch, etc.)

Technical Skills

• 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 Soft Skills • 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

Key Responsibilities

Technical Support & Troubleshooting • 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 Service Delivery & Customer Experience • 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 Asset & Inventory Management • 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 Incident & Request Management • 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 Collaboration & Coordination • 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 Generic Managerial Skills, If any • 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 • Certifications: ITIL certification or relevant compliance certifications (such as CISM, CRISC) are preferred.