IT Field Support Engineer

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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