Field Service Engineer

Must Have Technical/Functional Skills
•    Desktop Support / End User Computing (EUC)
•    Windows 10 & Windows 11 Administration and Troubleshooting
•    Hardware Break-Fix Support (Desktops, Laptops, Printers, Peripherals)
•    Device Imaging, Provisioning, and OS Deployment
•    Microsoft 365 Support (Outlook, Teams, OneDrive, Office Apps)
•    Incident and Service Request Management
•    ServiceNow or equivalent ITSM tool
•    Asset Lifecycle Management and Inventory Tracking
•    Basic Network Troubleshooting (LAN, WAN, Wi-Fi, VPN, DNS, DHCP)
•    Endpoint Management using Microsoft Intune / SCCM / MECM
•    Software Installation, Configuration, and Troubleshooting
•    User Account Administration (Active Directory, Azure AD)
•    ITIL-based Support Processes
•    VIP / Executive User Support
•    Root Cause Analysis and Problem Solving
Roles & Responsibilities
Onsite Technical Support
•    Provide deskside support for hardware, software, and operating system issues.
•    Troubleshoot laptops, desktops, printers, scanners, mobile devices, and peripherals.
•    Support meeting room and audio/video collaboration equipment.
•    Assist users with connectivity and application-related issues.
Break-Fix Services
•    Diagnose and resolve hardware failures.
•    Coordinate warranty repairs and vendor escalations.
•    Perform component replacement and device restoration activities.
Device Lifecycle Management
•    Execute Install, Move, Add, Change, and Dispose (IMACD) activities.
•    Device provisioning, imaging, configuration, and deployment.
•    Support hardware refresh and migration initiatives.
•    Manage asset inventory updates and device decommissioning.
Incident & Service Request Management
•    Handle incidents and service requests within defined SLAs.
•    Update tickets with troubleshooting details and resolution notes.
•    Escalate unresolved issues to L2/L3 support teams.
Field Operations
•    Provide onsite support across customer locations as required.
•    Follow site security and safety procedures.
•    Support infrastructure teams through Smart Hands and Eyes activities.
Generic Managerial Skills, If any
•    Customer-centric mindset and professional client handling
•    Effective communication and interpersonal skills
•    Stakeholder coordination and collaboration
•    Problem-solving and decision-making ability
•    Time management and prioritization of field activities
•    Incident ownership and escalation management
•    Teamwork and cross-functional collaboration
•    Documentation and reporting discipline
•    Adaptability to changing business and operational requirements
•    Ability to work independently in geographically distributed environments
•    Continuous learning and process improvement mindset