Field Support Engineer

Job Summary:

• Provide on-site desktop support for end users.
• Deliver desk-side support during business hours.
• Take end-to-end ownership of incidents and service requests to ensure timely resolution.
• Coordinate with cross-functional IT teams for issue resolution.
• Support user onboarding, including device setup and account provisioning.
• Manage incidents and service requests using ITSM tools (e.g., ServiceNow)

Key Responsibilities

Service Delivery & Desktop Support

• Provide on-site desktop support for end users.
• Deliver desk-side support during business hours.
• Take end-to-end ownership of incidents and service requests to ensure timely resolution.
• Coordinate with cross-functional IT teams for issue resolution.
• Support user onboarding, including device setup and account provisioning.
• Manage incidents and service requests using ITSM tools (e.g., ServiceNow)
• Ensure accurate ticket logging, categorisation, and resolution tracking.
• Adhere to SLAs and follow ITIL-based processes.
• Prioritise and resolve issues based on business impact.
• Install, configure, and troubleshoot Windows laptops and desktops.
• Support multi-monitor setups and peripheral devices.
• Troubleshoot hardware, software, and network connectivity issues.
• Provide support for collaboration tools (e.g., Microsoft 365, Teams).
• Support mobile devices and remote access solutions.
• Provide support for VDI/Citrix or virtual desktop environments.

User & Stakeholder Support

• Communicate effectively with end users and provide timely updates on issues.
• Maintain a high level of customer service and user satisfaction.
• Handle high-priority incidents in a professional and calm manner.

Technical Skills

• Strong knowledge of Windows OS and desktop support.
• Experience with hardware troubleshooting and device setup.
• Familiarity with Active Directory, VPN, networking basics.
• Experience with VDI/Citrix environments is a plus.

Tools & Processes

• Experience with ITSM tools (ServiceNow).
• Understanding of SLA-driven support and ITIL processes.

Soft Skills

• Strong communication and interpersonal skills.
• Problem-solving and analytical thinking.
• Ability to work under pressure and manage priorities.
• High level of ownership, attention to detail, and accountability.

Essential Skills:

• ServiceNow, Active Directory, VPN, M365 applications and OS imaging

Nice to Have Skills:

• Domain experience - BFSI / Asset Mgmt