Field Service Engineer

Job Title

Field Service Engineer

Work Location (State, City and Zip)Middlefield, CT/Remote     Base salary range (Min. & Max. to be mentioned) - 100k - 130k

                Experience Range:2-6 years

                               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

Key Words to search in Resume

•              Field Engineer

•              Desktop Support

•              End User Computing (EUC)

•              IT Support

•              Technical Support

•              Desk Side Support

•              Onsite Support

•              Walk-up Support

•              Break/Fix Support

Pre-Screening Questionnaire

you can use the following Pre-Screening Questionnaire:

Candidate Information

1.             Total years of IT support / Field Services experience?

2.             Current location and willingness to support onsite users?

3.             Notice period and earliest joining date?

4.             Are you comfortable with travel within assigned locations/sites?

Technical Skills

5.             Describe your experience in Desktop Support / End User Computing (EUC).

6.             What versions of Windows have you supported (Windows 10/11)?

7.             Have you performed hardware break-fix activities for desktops, laptops, and peripherals?

8.             What is your experience with device imaging and OS deployment?

9.             Have you worked with Microsoft Intune, SCCM, or MECM? Please explain.

10.          Describe your experience with software installation and troubleshooting.

11.          Have you supported Microsoft 365 applications (Outlook, Teams, OneDrive, Office Apps)?

12.          What is your experience with printer, scanner, and peripheral support?

13.          Have you performed asset management or inventory tracking activities?

Service Management & Operations

14.          Which ticketing tools have you used (ServiceNow, Remedy, Jira, etc.)?

15.          What was your average ticket volume handled per day?

16.          Explain your experience with Incident, Request, and Change Management processes.

17.          Have you worked in an SLA-driven support environment?

18.          Describe a critical incident you resolved independently.

Networking & Troubleshooting

19.          What basic networking issues can you troubleshoot (VPN, Wi-Fi, LAN, DNS, DHCP)?

20.          How do you approach root cause analysis for recurring issues?

Customer & Communication Skills

21.          Have you provided executive/VIP user support?

22.          Describe a challenging customer interaction and how you handled it.

23.          How do you manage multiple high-priority incidents simultaneously?

Certifications & Compliance

24.          Do you hold any certifications (ITIL, CompTIA A+, Microsoft, etc.)?

25.          Are you familiar with ITIL service management practices?

Final Assessment Questions

Mandatory Screening Criteria

•              Minimum 2-5 years of EUC/Desktop Support experience

•              Windows 10/11 troubleshooting experience

•              Hardware break-fix support experience

•              ServiceNow or equivalent ticketing tool experience

•              Strong customer-facing communication skills

•              Willingness to work onsite and travel as required

•              Basic networking knowledge

•              ITIL knowledge preferred