Field Service Engineer

Job Description: L2 Desktop Onsite Support Position: Desktop Support – Level 2 (Onsite) Experience: 3–5 Years Location: Dallas & Midland Type: Part Time (3 days Dallas and 2 days Midland)

Role Summary We are looking for an experienced L2 Desktop Onsite Support Engineer to provide advanced technical support for end user devices, hardware, software, and peripheral equipment. This role requires strong troubleshooting capabilities, customer service skills, and hands-on experience supporting users in an onsite enterprise environment.

Key Responsibilities • Provide onsite L2 technical support for desktops, laptops, printers, and peripherals. • Troubleshoot hardware and software issues on Windows 10/11 systems. • Support enterprise applications such as MS Office, Teams, Outlook, VPN clients, and business apps. • Resolve escalations from L1 and work on moderately complex incidents. • Perform system upgrades, asset replacements, and device setup/configuration. • Assist with new hire setup, onboarding IT tasks, and workspace provisioning. • Provide desk side support to VIP/Executive users. • Educate users on best practices, tools, and IT policies. • Maintain high customer satisfaction and strong communication. • Manage OS imaging using Intune, SCCM, or MDT (if required by environment). • Support software deployments, updates, and patches. • Validate and test system functionality after repairs or installation. • Perform basic administration in: o Active Directory (password resets, unlock accounts, group membership updates) o Microsoft 365 o VPN/Token access issues • Troubleshoot LAN, Wi Fi, VPN connectivity issues. • Support conference room systems, audio/video equipment, and docking stations. • Coordinate with network teams for site related problems. • Maintain hardware inventory, device tracking, and asset documentation. • Handle RMA requests and vendor coordination for hardware replacement. • Update ticketing systems (ServiceNow/Jira/Remedy) with detailed notes. • Follow SOPs, knowledge base articles, and update documentation where needed. • Support compliance tasks and audit activities when required.

Required Skills • Strong experience in desktop/laptop troubleshooting (L2 level). • Expertise with Windows 10/11, Office 365, Teams, Outlook, VPN tools. • Hands-on knowledge of hardware diagnostics and repairs. • Basic understanding of networking (TCP/IP, DNS, DHCP). • Familiarity with AD, Azure AD, and M365 user management. • Experience with imaging tools (Intune/SCCM/MDT) preferred. • Excellent communication and customer service skills.

Preferred Qualifications • ITIL Foundation certification (nice to have). • CompTIA A+, Network+, or Microsoft MD 102 certifications. • Experience supporting executive/VIP users. • Experience in fast-paced enterprise onsite environments.

Education • Degree in IT / Computer Science / Engineering OR equivalent technical experience.