End User Computing Field Services Engineer

Deliver high-quality on-site IT Services by ensuring timely issue resolution, proactive maintenance, and adherence to IT best practices. Enhance user satisfaction and operational excellence across the organization.

RESPONSIBILITIES

• Provide IT support across a wide range of client activities.
• Maintain end-user computing equipment, primarily Windows-based systems, with some Linux machines.
• Manage the ServiceNow ticket queue by reviewing open tickets and following approved ticket workflows.
• Prioritize tasks effectively based on SLAs, call volumes, site criticality, and customer requirements.
• Support the full lifecycle of end-user devices, including imaging, deployment, inventory tracking, and disposal.
• Deliver ‘White Glove’ service to users, even in high-pressure situations.
• Work effectively in a project-based environment that requires flexibility and strong teamwork.
• Perform other duties as assigned by the End-User Computing (EUC) Manager.

KNOWLEDGE

• Strong understanding of deskside support operations and key ITSM concepts such as incident management, service request management, categorization, and prioritization.
• Proficient in ServiceNow ticket workflows for both incidents (break & fix) and service requests (e.g., laptop provisioning: ‘Check Inventory’, ‘Image and Deploy’).
• Intermediate knowledge of core infrastructure components such as Domain Controllers, Active Directory, Group Policies, DHCP, DNS, and related technologies.

TECHNICAL SKILLS

• Proficiency in Windows 11 and Microsoft Office 365 (Outlook, Teams), including installation, initial configuration, and basic support.
• Standard endpoint management experience using Microsoft Intune or Active Directory.
• Ability to troubleshoot printers, webcams, speakers, docking stations, drivers, firmware, and more.
• Basic to intermediate troubleshooting skills with Linux systems.
• Experience supporting audio/visual (A/V) equipment in conference room environments.
• Strong problem-solving skills including root cause analysis (RCA).

BUSINESS SKILLS

• Ability to interact with customers politely, professionally, and efficiently in all situations.
• Strong interpersonal skills with the ability to build and maintain business relationships across the organization.
• Visible and approachable for both customers and internal IT support teams.

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