Field Services Engineer-Desktop, AV and Mobility

Location: Fort Mill, South Carolina. Applicants must be authorized to work in the US without sponsorship; this role does not offer visa transfer or sponsorship now or in the future.

About the role

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.

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 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 Audio Visual devices (4–5 years), including Cisco VC devices and telephony.
• Desktop Support / Field Services (2–3 years).
• Windows 11 support, laptop/desktop hardware troubleshooting, printer support.
• Mobile-device setup and incident resolution.
• Networking / Wi-Fi troubleshooting (2–3 years).

Benefits

• Medical, dental, vision, and life insurance.
• Paid holidays plus paid time off.
• 401(k) plan and contributions.
• Long-term and short-term disability coverage.
• Paid parental leave.
• Discretionary annual incentive program based on performance.