Field Support Engineer

Role : End User ServicesLead / Desktop Support

Location : Chandler AZ(Onsite)

Duration : Fulltime

Responsibilities :

Diagnose and troubleshoot technical issues including account setupnetwork configuration software and hardware issues

Deliver handson support for a range of hardware includingPCs laptops and peripherals in a mixed Windows and Mac environmentusing SCCM and JAMF.

Perform networktroubleshooting particularly on VPN connections and wirelessconfigurations integrating with Zscaler.

Assetmanagement and tracking using ServiceNow (SNOW) for accurateinventory control.

Provide timely resolutionsfor hardware and software issues ensuring usersatisfaction.

Properly escalate unresolvedissues to appropriate internal teams (e.g. softwaredevelopers)

Provide prompt and accuratefeedback to customers

Refer to internalknowledge bases or external resources to provide accurate techsolutions

Ensure all issues are properlylogged

Prioritize and manage several openissues at one time

Follow up with clients toensure their IT systems are fully functional aftertroubleshooting

Prepare accurate and timelyreports

Document technical knowledge in theform of KB Articles

Maintain good relationshipswith clients

Technical Experience :

Proficient in managing and troubleshooting Windows andMac hardware and software; skilled in using SCCM for Windows andJAMF for Macs.

Proven work experience as aTechnical Support Engineer Desktop Support Engineer IT Help DeskTechnician or similar role

Handson experiencewith Windows / Linux / Mac OS environments

Goodunderstanding of computer systems mobile devices and other techproducts

Excellent problemsolving andcommunication skills

Ability to providestepbystep technical help both written and verbal

Familiarity with ITSM tools like ServiceNow JIRA forticket management.

Professional Attributes :

Excellent customer service skills and the ability tocommunicate effectively with nontechnical users.

Selfstarter with the ability to work independently andefficiently.

Physical ability to manage ITequipment installations and movements.

Adaptable and flexible to meet varying work schedules andenvironments.