Field Support Engineer

Role : Field Support Engineer

Location: Henderson NV (Onsite)

Duration: Fulltime

Responsibilities:

Diagnose and troubleshoot technical issues including account setup network configuration software and hardware issues

Deliver handson support for a range of hardware including PCs laptops and peripherals in a mixed Windows and Mac environment using SCCM and JAMF.

Perform network troubleshooting particularly on VPN connections and wireless configurations integrating with Zscaler.

Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.

Provide timely resolutions for hardware and software issues ensuring user satisfaction.

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

Provide prompt and accurate feedback to customers

Refer to internal knowledge bases or external resources to provide accurate tech solutions

Ensure all issues are properly logged

Prioritize and manage several open issues at one time

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Prepare accurate and timely reports

Document technical knowledge in the form of KB Articles

Maintain good relationships with clients

Technical Experience:

Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled in using SCCM for Windows and JAMF for Macs.

Proven work experience as a Technical Support Engineer Desktop Support Engineer IT Help Desk Technician or similar role

Handson experience with Windows/Linux/Mac OS environments

Good understanding of computer systems mobile devices and other tech products

Excellent problemsolving and communication skills

Ability to provide stepbystep technical help both written and verbal

Familiarity with ITSM tools like ServiceNow JIRA for ticket management.

Professional Attributes:

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

Selfstarter with the ability to work independently and efficiently.

Physical ability to manage IT equipment installations and movements.

Adaptable and flexible to meet varying work schedules and environments.