Support Engineer – On‑site Level 2 IT Support

About the role

The Support Engineer provides on‑site Level 2 IT assistance to end users, handling incidents, service requests, and problem tickets within the Field Services assignment group. This role ensures rapid resolution of hardware, software, and operating system issues while maintaining high customer satisfaction.

Key responsibilities

• Deliver on‑site Level 2 support for Windows desktops, laptops, Apple devices, Chromeboxes, printers, and scanners.
• Troubleshoot and resolve hardware, application, and OS problems.
• Perform endpoint security remediation tasks as directed by the Security team.
• Assist with facility infrastructure support, including network and systems administration, and provide on‑site event support.
• Coordinate with the central IT Service Desk to meet SLA targets.
• Execute equipment setup for moves, adds, and changes (MAC).
• Manage PC refresh cycles, imaging, configuration, deployment, reclamation, and maintain IT asset inventory.
• Conduct weekly inventory audits and generate stock reports.
• Liaise with vendors for RMAs and hardware/software troubleshooting.

Required profile

• Associate’s or Bachelor’s degree in IT, Computer Science, or related field, or equivalent work experience.
• 5+ years of experience in IT field services or deskside support.
• CompTIA A+ certification.
• Understanding of the ITIL framework.
• Proven ability to work in a fast‑paced, dynamic environment.

Required skills

• Windows desktop and laptop support.
• macOS and iOS device support.
• Chrome OS (Chromebox) support.
• Printer and scanner troubleshooting.
• Endpoint security remediation.
• Microsoft Office tools, especially Excel and PowerPoint.
• CompTIA A+ certification.
• ITIL framework knowledge.