Job Summary:
We are seeking a detail-oriented and hands-on IT Field Support Engineer to deliver high-quality onsite technical support for end-user hardware, software, infrastructure proximity, and special IT programs. This role encompasses support for standard and non-standard devices, user lifecycle services (onboarding/offboarding), asset and depot management, VIP services, and third-party/vendor coordination. The ideal candidate has experience in enterprise IT environments and excels in communication, incident resolution, and multitasking.
Key Responsibilities:
1. Hardware IMAC (Install, Move, Add, Change) Support:
* Diagnose and resolve hardware issues for desktops, laptops, Macs, tablets, smartphones, and supported printers.
* Coordinate with vendors and internal teams for service ticket resolution.
* Provide smart hands support for AV systems and digital signage panels.
* Collect equipment during user offboarding and support Red/Yellow zone operations.
2. Software IMAC & Configuration:
* Address software break-fix issues and coordinate with OEM vendors when necessary.
* Install software and image devices that cannot be configured remotely.
* Deploy desktop/mobile applications manually when needed.
3. VIP User Support:
* Deliver prioritized support and quick turnaround for hardware and software issues.
* Maintain and manage a dedicated VIP device inventory.
* Operate a VIP-exclusive support channel and maintain user tagging in ITSM tools.
4. R&D & Industrial Automation Site Support:
* Follow SOPs for lab device qualification and incident resolution.
* Provide hands-and-feet support for specialized hardware like scan guns, barcode scanners, and GxP-compliant systems.
* Support antenna and Wi-Fi deployment and troubleshooting.
5. IT Kiosk Program Management:
* Act as SPOC for client kiosk projects.
* Validate kiosk requirements, coordinate design, and assist in deployment and support.
* Promote usage and optimize performance through user training and feedback.
6. Server Room & Network Proximity Support:
* Perform tape handling, rack and stack activities, and basic hardware configurations.
* Maintain cable management, assist in decommissioning, and perform routine visual/power checks.
* Support cabling, access compliance, network hardware setup, and coordination with OEMs for maintenance.
7. Third-Party Support & Coordination:
* Schedule and escort third-party vendor activities.
* Coordinate with infrastructure and AMS teams for device support and deployments.
* Facilitate IMAC activities involving external parties.
8. Event IT Support:
* Provide on-site IT support during company events such as town halls or seminars.
* Coordinate with OEMs, AV vendors, and ensure hardware availability and setup.
9. Onboarding, Offboarding & User Training:
* Train IT staff on GxP compliance and deliver training to end-users on desktop tools and regulatory practices.
* Distribute manuals, FAQs, and training documents.
* Manage equipment provisioning and returns in alignment with automated workflows across ITSM, AD, and email services.
10. Hardware Asset Management:
* Maintain the AMDB (Asset Management Database) and track lifecycle events from procurement to decommissioning.
* Monitor licensing issues and coordinate with stakeholders for compliance.
* Coordinate logistics and update records for asset movement and tagging.
11. Device Deployment & Depot Management:
* Handle centralized and local stocking of spare devices and parts.
* Manage imaging, OS installations, tagging, and packaging for end-user devices.
* Coordinate delivery, replacements, and reclamations with logistics teams and OEMs.
Devices Supported:
* Desktop & Laptop PCs (Windows/Mac)
* Smartphones & Tablets
* AV Equipment & Meeting Room Systems
* Non-standard R&D equipment (scanners, PDAs, label printers)
* Printers (Smart Hands)
* IP Phones & Network Devices
* Peripheral Devices (Mice, Keyboards, Cables, Docking Stations)
Required Qualifications:
* Diploma/Bachelors in IT, Computer Science, Electronics, or related field.
* 3+ years of experience in field support or end-user computing environments.
* Hands-on expertise in Windows/Mac environments, ITSM tools (ServiceNow), and hardware troubleshooting.
* Familiarity with regulatory compliance frameworks (e.g., GxP) is a plus.
* Good understanding of enterprise networking, AV systems, and server room safety procedures.
Preferred Skills:
* Strong communication and customer handling skills.
* Ability to prioritize VIP and high-impact requests.
* Experience in vendor coordination and IT infrastructure proximity support.
* Self-driven with a continuous improvement mindset.