Field Services Engineer

The EUC Field Services Engineer will design implement and optimize digital experience monitoring solutions that enhance workforce productivity in a onsite work model. The role focuses on delivering robust analytics proactive issue detection and continuous improvement of end user services while collaborating closely with cross functional technology and business teams.

• Provide on-site IT support and resolve end-user technical issues in a timely manner.
• Manage and prioritize support tickets in line with SLAs, business requirements, and approved ITSM processes.
• Support, configure, and maintain Windows and Linux endpoint devices, including laptop deployment and lifecycle management.
• Troubleshoot hardware, software, peripherals, printers, and A/V equipment.
• Maintain accurate laptop inventory and asset records.
• Deliver high-quality, customer-focused "white glove" support to users at all levels, including executives.
• Collaborate effectively with IT teams and contribute to project-based initiatives.
• Perform proactive maintenance and other duties assigned by the EUC Manager.

• Experience in End User Computing (EUC), Deskside Support, Field Services, or IT Service Delivery environments.
• Strong knowledge of ITSM processes, incident and request management, and Service Now ticketing workflows.
• Proficiency with Windows 11, Microsoft 365, Active Directory, Microsoft Intune, and endpoint management.
• Good understanding of core infrastructure technologies, including Active Directory, Group Policy, DHCP, and DNS.
• Ability to troubleshoot hardware, peripherals, conference room A/V systems, and basic to intermediate Linux environments.
• Strong problem-solving and root cause analysis skills.
• Excellent customer service, communication, interpersonal, and organizational skills.
• Ability to work independently, prioritize effectively, and adapt to changing business needs.
• Experience supporting manufacturing/factory environments is a plus.
• Bachelor's degree, technical diploma, or equivalent experience;
  Microsoft, ITIL, or related certifications are advantageous.
• Willingness to work on-site and travel occasionally as required.

• Strong knowledge of ITSM processes.
• Proficiency with Windows 11 and Microsoft 365.
• Excellent customer service and communication skills.

• Experience supporting manufacturing/factory environments.
• Microsoft, ITIL, or related certifications.