Key Skills

Job Description

Job Description: Level 1 Field Engineer - Job role: Field Services/Depot Repair Services and remote EUC support Skill required: Strong knowledge of operating systems, software applications, and remote support tools. Excellent analytical and problem-solving skills. Srong communication skills to effectively assist users remotely. Ability to provide excellent customer service and support 5 years of IT field service or infrastructure support experience. Experience in: PC installs, hardware repair, and software support Providing remote hands support for IT infrastructure staging Troubleshooting hardware and basic network connectivity Device lifecycle support: procurement, refresh, disposal User relocation and desk setup/teardown Familiarity with: Endpoint management tools (Intune, Autopilot, SCCM) ITSM platforms such as ServiceNow Scripting basics (PowerShell or batch) for imaging or cleanup tasks Active Directory, SOTI, Microsoft 365 (Excel, Outlook, Teams, Word, PowerPoint) Dell technician certification preferred. Ability to lift 40+ lbs. and travel as required. Associate degree, technical certification, or equivalent experience.Responsibilities: Leadership & Technical Oversight Serve as the lead technician for field service and infrastructure support across the region. Mentor junior technicians and provide guidance on technical execution and troubleshooting. Coordinate field activities and ensure readiness for device deployments and refresh projects. Handle escalations and complex technical issues on-site or remotely. PC & Infrastructure Support Perform remote hands support for staging IT equipment (servers, desktops, peripherals) under direction of remote engineering teams. This includes unboxing, physical placement, cabling, labeling, and ensuring power and network availability. Assist with on-site installation and setup of PCs, printers, monitors, and end-user devices. Provide basic troubleshooting and installation support for peripherals (docks, headsets, keyboards, etc.). Participate in user relocations and workspace setup or teardown. Provide basic onboarding support to new users (dock usage, Teams, VPN access, etc.). Support software installations, imaging, upgrades, and troubleshooting. Perform basic network troubleshooting (patch cable testing, port validation, etc.). Manage local printer support and escalate as needed for server-side issues. Depot & Device Lifecycle Operations Participate in full device lifecycle: procurement coordination, receiving, imaging, deployment, decommissioning, and secure disposal. Support depot workflow: diagnostics, repair, reimaging, and staging of laptops, desktops, tablets, and phones. Maintain accurate asset lifecycle records (procurement, refresh, disposal). Conduct Dell-certified warranty repairs (if certified) and manage spare parts inventory. Mobility Device & Compliance Support Support mobile device configuration and basic diagnostics (iOS/Android). Perform MDM enrollment (Intune or SOTI), SIM swaps, and app support. Assist with retrieval, handling, and logging of legal hold or compliance-related devices. Standards, Documentation & Reporting Ensure all work aligns with infrastructure standards, safety policies, and documentation practices. Create or update site-specific SOPs (e.g., imaging, staging, shipping checklists). Log all field activity in shared logs and ITSM platforms (e.g., ServiceNow). Maintain accurate service documentation, inventory, and support records. Level 1 Field Engineer - Job role: Field Services/Depot repair Services and remote EUC support Skill required: Strong knowledge of operating systems, software applications, and remote support tools. Excellent analytical and problem-solving skills. Strong communication skills to effectively assist users remotely. Ability to provide excellent customer service and support 5 years of IT field service or infrastructure support experience. • Experience in: o PC installs, hardware repair, and software support o Providing remote hands support for IT infrastructure staging o Troubleshooting hardware and basic network connectivity o Device lifecycle support: procurement, refresh, disposal o User relocation and desk setup/teardown • Familiarity with: o Endpoint management tools (Intune, Autopilot, SCCM) o ITSM platforms such as ServiceNow o Scripting basics (PowerShell or batch) for imaging or cleanup tasks o Active Directory, SOTI, Microsoft 365 (Excel, Outlook, Teams, Word, PowerPoint) • Dell technician certification preferred. • Ability to lift 40+ lbs. and travel as required. Associate degree, technical certification, or equivalent experience.Responsibilities: • Leadership & Technical Oversight o Serve as the lead technician for field service and infrastructure support across the region. o Mentor junior technicians and provide guidance on technical execution and troubleshooting. o Coordinate field activities and ensure readiness for device deployments and refresh projects. o Handle escalations and complex technical issues on-site or remotely. o PC & Infrastructure Support o Perform remote hands support for staging IT equipment (servers, desktops, peripherals) under direction of remote engineering teams. This includes unboxing, physical placement, cabling, labeling, and ensuring power and network availability. Assist with on-site installation and setup of PCs, printers, monitors, and end-user devices. Provide basic troubleshooting and installation support for peripherals (docks, headsets, keyboards, etc.). Participate in user relocations and workspace setup or teardown. Provide basic onboarding support to new users (dock usage, Teams, VPN access, etc.). Support software installations, imaging, upgrades, and troubleshooting. Perform basic network troubleshooting (patch cable testing, port validation, etc.). Manage local printer support and escalate as needed for server-side issues. Depot & Device Lifecycle Operations Participate in full device lifecycle: procurement coordination, receiving, imaging, deployment, decommissioning, and secure disposal. Support depot workflow: diagnostics, repair, reimaging, and staging of laptops, desktops, tablets, and phones. Maintain accurate asset lifecycle records (procurement, refresh, disposal). Conduct Dell-certified warranty repairs (if certified) and manage spare parts inventory. Mobility Device & Compliance Support Support mobile device configuration and basic diagnostics (iOS/Android). Perform MDM enrollment (Intune or SOTI), SIM swaps, and app support. Assist with retrieval, handling, and logging of legal hold or compliance-related devices. Standards, Documentation & Reporting Ensure all work aligns with infrastructure standards, safety policies, and documentation practices. Create or update site-specific SOPs (e.g., imaging, staging, shipping checklists). Log all field activity in shared logs and ITSM platforms (e.g., ServiceNow). Maintain accurate service documentation, inventory, and support records.

Core Responsibilities

Lead regional field service and infrastructure support, mentor junior technicians, coordinate deployments, and resolve escalated technical issues. Install, troubleshoot, repair, stage, and manage end-user devices and infrastructure while maintaining asset records, documentation, and compliance procedures.

Requirements

Requires five years of IT field service or infrastructure support experience, strong operating system, application, troubleshooting, and customer support skills, and familiarity with endpoint management, ITSM, scripting, Active Directory, SOTI, and Microsoft 365. An associate degree, technical certification, or equivalent experience is requested; Dell technician certification is preferred, and the role requires lifting over 40 pounds and travel as needed.