IT Field Support Engineer

Job Description: Desktop Support Engineer

Job Purpose:

• Seeking a motivated and detail-oriented Junior Desktop Field Engineer.
• Responsible for providing onsite and remote support for end-users.
• Ensure the efficient operation of desktop, mobile, and domain environments.
• Ideal candidate should have exposure to:
• Domain-joined 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 and laptops.
• Provide end-user support for Office 365 applications (Outlook, OneDrive, Teams, SharePoint), handling setup, configuration, and troubleshooting.
• Imaging of domain-joined desktop and laptop devices.
• Copying data from old devices to new devices as part of the Windows 11 migration process.
• Support and maintain domain-joined devices, ensuring they are properly integrated into the company's 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 company's 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 end-users on software and hardware systems and maintain accurate technical documentation.
• Ensure that all systems and devices adhere to the company's 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 end-user problems efficiently, minimizing downtime.
• Document and track all problem-solving processes and resolutions in the ticketing system for future reference and analysis.
• Conduct thorough testing of solutions before implementation to ensure minimal disruption to end-users.
• Maintain up-to-date knowledge of industry trends and emerging technologies to enhance problem-solving 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:

• Bachelor's 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 domain-joined 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 domain-related issues.
• Strong communication skills with the ability to explain technical issues to non-technical users.
• Good time management and organizational skills.
• Ability to work independently and as part of a team.
• Customer-service oriented with a proactive approach to problem-solving.