Field Service Engineer

About The Role

As a Field Service Engineer, you will make an impact by supporting office and factory operations, helping ensure end-user devices, shop floor technology, printers, scanners, and conference room systems remain reliable and efficient. This role blends hands-on onsite support with incident resolution, device deployments, endpoint troubleshooting, and continuous improvement to help reduce downtime and support a strong user experience. You will be a valued member of the Cloud Infrastructure and Security team and work collaboratively with the Manager.

Responsibilities

• Provide hands-on onsite support across office and factory environments for laptops, desktops, rugged factory laptops, printers, handheld scanners, conference room audio-visual devices, and related field services equipment.
• Support break/fix activities, hardware deployments, device replacements, escalations, and day-to-day onsite IT requests while helping maintain service continuity.
• Review, prioritize, update, and assign incidents and service requests through ITSM tools while supporting timely resolution and SLA expectations.
• Troubleshoot Windows 11, laptop and desktop hardware, printer issues, basic network connectivity, Wi-Fi, telephony, and audio-visual devices.
• Use tools such as SCCM, IT Shop, and Nexthink to support endpoint visibility, software support, device diagnostics, and issue resolution.
• Support incident management activities, contribute to root cause analysis for major or recurring incidents, and help identify opportunities to prevent repeat issues.
• Create and update SOPs, runbooks, and knowledge articles to improve support consistency, documentation, and knowledge sharing.

Requirements

• 2+ years of experience in onsite desktop support, field services, or end-user computing.
• Experience supporting office, factory, warehouse, manufacturing, or shop floor environments.
• Strong Windows 11 support experience, including laptop and desktop troubleshooting, hardware diagnostics, break/fix support, device replacements, and deployment support.
• Experience supporting printers, including HP and Lexmark devices, as well as rugged laptops, handheld scanners, or similar operational technology devices.
• Experience troubleshooting conference room audio-visual devices, Cisco video conferencing equipment, telephony, basic networking, and Wi-Fi connectivity issues.
• Experience working with ITSM tools and following incident, request, escalation, and service resolution processes.
• Exposure to endpoint support tools such as SCCM, IT Shop, or Nexthink.
• Strong communication skills with the ability to support technical and non-technical users in a fast-paced onsite environment.