Field service engineer - Gastonia NC

About the role

We are seeking a Field Services Engineer with 4-7 years of onsite desktop support experience across office and factory environments. This role covers break/fix and deployment support for laptops/desktops, rugged factory laptops, printers, handheld scanners, and conference room A/V devices.

Please note: This role is not able to offer visa transfer or sponsorship now or in the future.

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, 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 in office and factory environments.
• Experience with break/fix and deployment support for laptops/desktops, rugged devices, printers, handheld scanners, and conference room A/V systems.
• Proficiency with ITSM processes and tools like IT Shop, SCCM, and Nexthink.

Skills

• Desktop Support
• Field Services
• Audio Visual Devices
• Networking / WiFi
• Windows troubleshooting
• Basic network diagnostics