IT Support Engineer

Job Description: Field Engineer End User Devices & Hands and Feet Support

Key Responsibilities:-

End-User Device Support:
- Provide on-site support for desktops, laptops, printers, mobile devices, and other peripherals.
- Perform hardware diagnostics, repairs, upgrades, and installations.
- Troubleshoot and resolve software-related issues, including operating systems, applications, and patches.
- Configure and provision end-user devices based on organizational standards.

Hands and Feet Support:
- Act as the on-site technical resource for remote IT teams, assisting with physical tasks such as hardware replacements, cable management, and device installations.
- Perform basic network troubleshooting and assist in resolving connectivity issues.
- Support server room activities, including racking and stacking equipment, cable patching, and hardware inspections.

Incident and Request Management:
- Respond promptly to service requests and incidents raised by end users or IT teams.
- Document and escalate unresolved issues to higher-level support teams.
- Ensure timely resolution of issues within defined SLAs.

Inventory and Asset Management:
- Maintain accurate records of IT assets, including end-user devices and peripherals.
- Assist in tracking and managing inventory levels for spare parts and equipment.

Required Skills and Qualifications:
- Proven experience in providing on-site support for end-user devices and IT hardware.
- Strong knowledge of Windows, macOS, and mobile operating systems.
- Hands-on experience with hardware diagnostics, repairs, and installations.
- Basic understanding of networking concepts, including LAN, WAN, and Wi-Fi troubleshooting.
- Familiarity with IT service management tools and ticketing systems.
- Excellent problem-solving and troubleshooting skills.
- Strong communication and interpersonal skills.

Preferred Skills (Good-to-Have):
- Certifications such as CompTIA A+, ITIL Foundation, or equivalent.
- Experience with Active Directory, OAice 365, and remote support tools.
- Knowledge of server hardware and basic data center operations.
- Familiarity with imaging and deployment tools (e.g., SCCM, MDT).
- Experience in working in multi-site environments.

Work Environment:
- Requires travel to various locations to provide on-site support.
- Ability to lift and move IT equipment as needed.
- Availability for on-call support and flexible working hours.

Key Activities:
- On-site & remote deskside support for dedicated sites
- 24 5 coverage with on call for off-hours; project off-hour support
- User training and onboarding/oAboarding (JML)
- Site documentation (floor plans, architecture)
- Asset & equipment management (inventory, refreshes, storage/distribution/disposal)
- Smart Hands (printers, network, voice, servers)
- Data/server room upkeep
- Conference room A/V & Teams Rooms support
- Mobile phone support
- VIP support
- GMP & non-GMP lab systems support (hardware, software, user accounts)
- SLA tracking and reporting