Field Services Engineer

About The Role

As a Field Services Engineer, you will make an impact by delivering exceptional end-user support across desktop, mobile, and workplace technologies. You will provide hands-on and remote technical assistance, manage endpoint devices, support collaboration technologies, and help ensure a seamless employee experience across the organization. You will be a valued member of the Cloud Infrastructure and Security team, working closely with infrastructure, security, and application support teams to maintain a secure and reliable technology environment.

Responsibilities

• Provide technical support to end users through phone, email, remote support tools, and in-person assistance, ensuring timely resolution of hardware, software, and connectivity issues.
• Support employee onboarding activities, including account creation, device provisioning, workstation setup, and software installation.
• Deploy, manage, and troubleshoot mobile devices using Microsoft Intune and Jamf while ensuring compliance with organizational security standards.
• Diagnose and resolve issues related to desktops, laptops, mobile devices, printers, peripherals, and workplace technology solutions.
• Support conference room technologies, including video conferencing systems, projectors, displays, and audio-visual equipment.
• Install, configure, maintain, and upgrade operating systems, applications, drivers, and endpoint devices across Windows and macOS environments.
• Perform hardware and software upgrades, replacements, and lifecycle refresh activities as required.
• Maintain accurate asset and configuration records within ServiceNow CMDB and document incidents, resolutions, and troubleshooting activities within the ticketing system.
• Collaborate with infrastructure, security, network, and application support teams to escalate and resolve complex technical issues.
• Ensure compliance with company policies, operational procedures, and security standards.
• Participate in on-call rotations and provide after-hours support when required.

Requirements

To be considered for this role, you should have 3+ years of experience providing Deskside Support, Field Services, End User Computing, or Desktop Support within an enterprise environment. Hands-on experience with MDM and endpoint management platforms, including Microsoft Intune, Jamf, and SCCM, covering device deployment, patch management, and administration is essential. Strong knowledge of Active Directory administration, user account management, and Microsoft 365 technologies is also required. Experience supporting Windows and macOS endpoints, mobile devices, printers, and workplace peripherals is necessary. Familiarity with device provisioning and deployment methodologies, including PXE Boot, Microsoft Autopilot, and endpoint imaging, is beneficial. Experience leveraging remote support tools and ticketing systems to diagnose, prioritize, and resolve technical issues is important. Strong troubleshooting, analytical, and documentation skills, with the ability to manage multiple priorities while delivering excellent customer service, are key. Strong collaboration skills, with the ability to work effectively across technical and non-technical teams, are crucial. Willingness to participate in an on-call support rotation and provide after-hours support as needed is expected.

Qualifications

• ServiceNow Certified System Administrator (CSA), ITIL Foundation, or similar industry-recognized certifications.
• Experience supporting executive and VIP users in a high-touch support environment.
• Experience with IT Asset Management, hardware lifecycle governance, and maintaining accurate records in ServiceNow CMDB.
• Hands-on experience supporting conference room technologies, audio-visual systems, and video conferencing platforms.
• Exposure to endpoint security best practices, device compliance policies, and enterprise mobility solutions.
• Experience working within large-scale global enterprise environments with SLA-driven support models.