IT Field Support Engineer

Job Description: Desktop Support Engineer

Job Purpose:

• Seeking a motivated and detailoriented Junior Desktop Field Engineer.
• Responsible for providing onsite and remote support for endusers.
• Ensure the efficient operation of desktop mobile and domain environments.
• Ideal candidate should have exposure to:
  • Domainjoined devices.
  • Mobile Device Management (MDM) systems.
  • Microsoft Intune.
  • Office 365.

Key Result Areas:

• Install configure and deploy desktop systems laptops and peripherals according to company standards.
• Provide onsite support to users by troubleshooting hardware and software issues on desktops laptops.
• Provide enduser support for Office 365 applications (Outlook OneDrive Teams SharePoint) handling setup configuration and troubleshooting.
• Imaging of domainjoined desktop and laptop devices.
• Copying data from old devices to new devices as part of the Windows 11 migration process.
• Support and maintain domainjoined devices ensuring they are properly integrated into the companys network with appropriate user permissions and access controls.
• Travel to various company Branch Offices to provide timely and effective desktop support.
• Perform routine maintenance and upgrades of desktop hardware and software including OS updates and application patches.
• Assist with basic networking issues such as connectivity problems and configuration of network devices.
• Log and track incidents requests and issues using the companys ticketing system ensuring proper documentation and resolution.
• Assist in managing and tracking hardware and software inventory.
• Work closely with senior engineers and other IT support staff to resolve more complex issues and escalate when necessary.
• Assist in training endusers on software and hardware systems and maintain accurate technical documentation.
• Ensure that all systems and devices adhere to the companys IT security policies including password management and data protection.

Operating Environment Framework and Boundaries Working Relationships:

• EUS Projects Manager.
• Works closely with other IT team members clients and external vendors to provide timely and effective support.
• Engages with other departments as needed to ensure seamless IT support and integration.
• Primarily onsite at various office locations which may include offices branches and other locations.
• Adheres to company policies procedures and industry standards with strict compliance with health and safety regulations.

Problem Solving:

• Analyze and diagnose technical problems systematically utilizing available resources and tools to implement effective solutions.
• Collaborate with senior engineers and IT support staff to identify root causes of recurring issues and develop preventive measures.
• Utilize remote troubleshooting techniques to resolve enduser problems efficiently minimizing downtime.
• Document and track all problemsolving processes and resolutions in the ticketing system for future reference and analysis.
• Conduct thorough testing of solutions before implementation to ensure minimal disruption to endusers.
• Maintain uptodate knowledge of industry trends and emerging technologies to enhance problemsolving skills and effectiveness.

Decision Making Authority & Responsibility:

• Authority to make onsite decisions regarding technical solutions and problem resolution within established guidelines.
• Responsibility for maintaining accurate records and documentation of all work performed.
• Authorized to escalate issues to the EUS Projects Manager when necessary.

Knowledge Skills and Experience:

• Bachelors degree in information technology Computer Science or a related field.
• Proven experience in IT support field engineering or a similar role.
• Experience with Office 365 administration and support.
• Basic understanding of domainjoined device management.
• Knowledge of Windows operating systems (Windows 10/11); macOS is a plus.
• Familiarity with basic networking concepts (TCP/IP DNS DHCP etc.).
• Basic troubleshooting skills for hardware software and domainrelated issues.
• Strong communication skills with the ability to explain technical issues to nontechnical users.
• Good time management and organizational skills.
• Ability to work independently and as part of a team.
• Customerservice oriented with a proactive approach to problemsolving.