Field Support Engineer

Job Title: Engineer, End-point Services Job Description: • Responsible for the installation and daily operations support for facility management of client platforms to meet agreed business needs & service levels. • Perform troubleshooting for client platform related problems • Respond promptly to incident, investigate & provide temporary &/or permanent resolution of incidents escalated. Provide timely status updates to relevant parties. • Perform service request related to client platforms. • Monitor the agreed service level, document & maintain the configuration of the systems; provide regular reporting to relevant parties • Involve in client platform implementation/upgrade project. • Perform Desktop Support services to users • This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations. • Perform imaging/re-imaging • Perform asset inventories • Perform technical escalation to 3rd party vendor or resolver groups (where appropriate) • Updates Incident records • Creates and updates work instructions • Document standards and procedures Responsibilities: • On-site Field Support: Provide hands-on support for IT infrastructure, including setup, configuration and troubleshooting of hardware and software. • New Machine Setup: Install, configure, and integrate new IT equipment into existing environments. • Asset Management & Conversion: Manage IT assets and conversions for different functional uses, ensuring system compatibility and performance. • System Setup: Perform initial system setup and software installation, collaborating with specialized teams for deployment. • Desktop & Laptop Maintenance: Carry out patching and troubleshooting of desktops and laptops as required. • Peripheral Support: Set up and troubleshoot printers, scanners, and related devices. • General IT Support: Resolve day-to-day IT issues across multiple sites, including remote offices. • Network Support: Provide Level 1 troubleshooting for network-related issues to minimize service disruption. • Ticket Management: Manage, track, and resolve IT service requests and incidents within agreed SLAs using ServiceNow. • Endpoint & Inventory Management: Maintain accurate hardware and software inventory records, including device registration, de-registration, and ownership updates. • Cross-Team Collaboration: Work closely with Group IT Security, Server, and Network teams to ensure smooth and secure operations. • Security Incident Response: Assist in the response and resolution of IT security incidents, ensuring minimal business impact. • Project Support: Contribute to IT projects, including deployments, upgrades, and infrastructure change testing. Job Requirements • Min. Degree in an IT-related discipline • Proficiency in Windows Operating Systems (Knowledge of MacOS or Linux Or Google Workspace is a plus.) • Experience with productivity tools (Microsoft Office, One Drive, SharePoint etc.). • Strong knowledge of IT hardware components and troubleshooting. • Strong experience with Active Directory user management. • Experienced with Mobile Device Management tools (Microsoft Intune etc.). • Familiarity with deployment tools (e.g., Microsoft Autopilot). • Proficiency with virtual meeting platforms (Microsoft Teams, Zoom). • Hands-on experience with ITSM platforms (e.g. ServiceNow). • Understanding of ITIL Foundation best practices for IT Service Management. • Excellent communication skills with the ability to work independently. • Strong attention to detail and commitment to high-quality service delivery. • Customer-first mindset with a focus on user satisfaction. • Relevant certifications (e.g., CompTIA A+, Microsoft, ITIL) are a plus. • Fluent in English in both spoken and written. The main duties and responsibilities will be subjected to review when there is change in business requirements and scope of work.