Field Services engineer VIP – Desktop Support

What you’ll do In the role, you will:

Provide hands-on onsite support (break/fix, deployments, escalations) for laptops/desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and conference room A/V systems.
Monitor ticket queues and assign tickets through ITSM tools;
Provide white-glove, high-touch technical support to VIP users, ensuring rapid resolution of hardware, software, mobility, conferencing, and workplace technology issues with minimal business disruption
Act as the primary point of contact for VIP incidents and service requests, coordinating with specialized support teams, vendors, and infrastructure groups to ensure timely resolution and effective communication
Perform incident management, RCA for major incidents, and drive issue prevention.
Create and maintain SOPs, runbooks, and knowledge articles.
Utilize tools such as SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.
Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.
What you’ll need to succeed:

Possess professional experience between 3-5 years in systems engineering or desktop support roles with hands on responsibility for managing enterprise class end user environments.
3 plus years of Desktop or Field Services experience including experience with Windows 11 support, laptop/desktop hardware troubleshooting, printer support.
2 to 3 years of experience with audio visual devices including Cisco VC devices, troubleshooting and telephony.
2 to 3 years of experience with troubleshooting network/wifi issues.