Field Engineer

• Provide advanced technical support to resolve complex IT issues for end-users, including hardware, software, network, and application problems.
• Act as the escalation point for L1 support, taking ownership of unresolved incidents and service requests.
• Troubleshoot and diagnose technical problems using various tools and methodologies.
• Perform root cause analysis and implement solutions to prevent the recurrence of issues.
• Manage and maintain IT infrastructure, including servers, networks, and systems.
• Assist in the deployment, configuration, and maintenance of IT equipment and software.
• Monitor system performance and ensure high availability and reliability.
• Document and maintain technical procedures, user guides, and knowledge base articles.
• Collaborate with other IT teams to resolve cross-functional issues and implement new technologies.
• Participate in on-call rotation and provide after-hours support as needed.
• Ensure compliance with IT policies, security standards, and best practices.
• Provide training and guidance to L1 support staff and end-users to enhance technical skills and knowledge.

L2 Service Desk Engineer

• Utilize AI-enabled support tools and knowledge platforms to improve incident resolution times and service quality.
• Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services.
• Assist with endpoint management, mobile device management (MDM), and device compliance monitoring.
• Respond to security-related incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity.
• Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks.
• Monitor service queues and proactively identify trends, recurring issues, and opportunities for automation.
• Participate in onboarding and offboarding processes including provisioning, deprovisioning, access reviews, and asset management.
• Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications.
• Meet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals.
• Participate in after-hours support, escalation rotations, and major incident response activities as required.
• All other responsibilities delegated by the Management team.
• May be asked to provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.

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L2 Service Desk Engineer

Service Desk Engineer