Field service engineer (Desktop ,AV, Mobility )

Location: Fort Mill, SC. Visa transfer or sponsorship is not available for this role.

About the role

We are seeking a Field Services Engineer with 4-7 years of onsite desktop support experience across office and factory environments. The role covers Audio Video and Mobility management, 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, and Nexthink for endpoint visibility, and apply strong Windows plus basic networking troubleshooting to restore services quickly.

Responsibilities

• Install, configure, and resolve issues for AV equipment and collaboration tools.
• Provide mobile device support (setup, troubleshooting, enterprise connectivity).
• 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, root cause analysis (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.

Requirements

• 4-7 years of onsite desktop support experience.
• Experience with Audio Visual and Mobility management.
• Proficiency in break/fix and deployment support for laptops/desktops, rugged devices, printers, handheld scanners, and conference room A/V systems.

Skills

• Desktop Support - Field Services: 2-3 years (Windows 11 support, laptop/desktop hardware troubleshooting, printer support)
• Audio Visual Devices: 4-5 years (Cisco VC devices troubleshooting, Telephony)
• Mobile Device Setup and Incidents: Experience required
• Networking / WIFI: 2-3 years (Troubleshoot network/WIFI issues)