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IT Field Support Engineer
IT Field Support EngineerEIL Global IT Solutions and Services Pvt Ltd • Cambridge, Massachusetts, United States
IT Field Support Engineer

IT Field Support Engineer

EIL Global IT Solutions and Services Pvt Ltd • Cambridge, Massachusetts, United States
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Job Summary:

We are seeking a detail-oriented and hands-on IT Field Support Engineer to deliver high-quality onsite technical support for end-user hardware, software, infrastructure proximity, and special IT programs. This role encompasses support for standard and non-standard devices, user lifecycle services (onboarding/offboarding), asset and depot management, VIP services, and third-party/vendor coordination. The ideal candidate has experience in enterprise IT environments and excels in communication, incident resolution, and multitasking.

Key Responsibilities:

1. Hardware IMAC (Install, Move, Add, Change) Support:

  • Diagnose and resolve hardware issues for desktops, laptops, Macs, tablets, smartphones, and supported printers.
  • Coordinate with vendors and internal teams for service ticket resolution.
  • Provide smart hands support for AV systems and digital signage panels.
  • Collect equipment during user offboarding and support Red/Yellow zone operations.

2. Software IMAC & Configuration:

  • Address software break-fix issues and coordinate with OEM vendors when necessary.
  • Install software and image devices that cannot be configured remotely.
  • Deploy desktop/mobile applications manually when needed.

3. VIP User Support:

  • Deliver prioritized support and quick turnaround for hardware and software issues.
  • Maintain and manage a dedicated VIP device inventory.
  • Operate a VIP-exclusive support channel and maintain user tagging in ITSM tools.

4. R&D & Industrial Automation Site Support:

  • Follow SOPs for lab device qualification and incident resolution.
  • Provide hands-and-feet support for specialized hardware like scan guns, barcode scanners, and GxP-compliant systems.
  • Support antenna and Wi-Fi deployment and troubleshooting.

5. IT Kiosk Program Management:

  • Act as SPOC for client kiosk projects.
  • Validate kiosk requirements, coordinate design, and assist in deployment and support.
  • Promote usage and optimize performance through user training and feedback.

6. Server Room & Network Proximity Support:

  • Perform tape handling, rack and stack activities, and basic hardware configurations.
  • Maintain cable management, assist in decommissioning, and perform routine visual/power checks.
  • Support cabling, access compliance, network hardware setup, and coordination with OEMs for maintenance.

7. Third-Party Support & Coordination:

  • Schedule and escort third-party vendor activities.
  • Coordinate with infrastructure and AMS teams for device support and deployments.
  • Facilitate IMAC activities involving external parties.

8. Event IT Support:

  • Provide on-site IT support during company events such as town halls or seminars.
  • Coordinate with OEMs, AV vendors, and ensure hardware availability and setup.

9. Onboarding, Offboarding & User Training:

  • Train IT staff on GxP compliance and deliver training to end-users on desktop tools and regulatory practices.
  • Distribute manuals, FAQs, and training documents.
  • Manage equipment provisioning and returns in alignment with automated workflows across ITSM, AD, and email services.

10. Hardware Asset Management:

  • Maintain the AMDB (Asset Management Database) and track lifecycle events from procurement to decommissioning.
  • Monitor licensing issues and coordinate with stakeholders for compliance.
  • Coordinate logistics and update records for asset movement and tagging.

11. Device Deployment & Depot Management:

  • Handle centralized and local stocking of spare devices and parts.
  • Manage imaging, OS installations, tagging, and packaging for end-user devices.
  • Coordinate delivery, replacements, and reclamations with logistics teams and OEMs.

Devices Supported:

  • Desktop & Laptop PCs (Windows/Mac)
  • Smartphones & Tablets
  • AV Equipment & Meeting Room Systems
  • Non-standard R&D equipment (scanners, PDAs, label printers)
  • Printers (Smart Hands)
  • IP Phones & Network Devices
  • Peripheral Devices (Mice, Keyboards, Cables, Docking Stations)

Required Qualifications:

  • Diploma/Bachelors in IT, Computer Science, Electronics, or related field.
  • 3+ years of experience in field support or end-user computing environments.
  • Hands-on expertise in Windows/Mac environments, ITSM tools (ServiceNow), and hardware troubleshooting.
  • Familiarity with regulatory compliance frameworks (e.g., GxP) is a plus.
  • Good understanding of enterprise networking, AV systems, and server room safety procedures.

Preferred Skills:

  • Strong communication and customer handling skills.
  • Ability to prioritize VIP and high-impact requests.
  • Experience in vendor coordination and IT infrastructure proximity support.
  • Self-driven with a continuous improvement mindset.

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