IT Depot & Field Support Engineer

AVASO Federal Solutions; Makati; On-site; PHP 300,000 - 540,000; Full time

Job summary

AVASO Federal Solutions is seeking an IT Field Services & Depot Support Engineer to deliver hands-on L1/L2 end-user computing and on-site IT support across customer locations in the Philippines. The role requires travel between sites and depot work, coordinated by the Depot Operations team.

You will report to the Depot Lead/Depot Operations Manager, balancing depot tasks with field-service visits, and ensuring security, data protection and SOPs are followed.

Qualifications

• EUC support across laptops/desktops, Windows, peripherals and basic connectivity.
• Willing to travel within the Philippines to client sites.
• Adherence to SOPs, security requirements and data protection policies.
• Depot and field service operations experience is a plus.

Responsibilities

• Provide L1/L2 end-user support across Philippines locations.
• Perform device imaging, provisioning, and basic repairs.
• Maintain and update ServiceNow tickets and asset records accurately.
• Coordinate with Depot Operations and field teams; escalate SLA risks as needed.
• Support depot and field assignments as required by business demand.

Skills

EUC Support

On-site Deployments

Customer Service

Documentation

Travel Readiness

Education

Diploma or Bachelor’s in IT/CS or related

Tools

ServiceNow

WMS

CMDB

Endpoint Imaging

Microsoft 365

Barcode Scanners

Job description

The IT Field Services & Depot Support Engineer provides hands‑on L1/L2 end‑user computing and onsite IT support across customer locations in Philippines, while also supporting the assigned IT depot. The engineer is expected to undertake customer‑site visits and travel between locations when assigned, including during periods of lower depot activity. Depot work remains part of the role and will be assigned and prioritised by the Depot Operations team.

The engineer will report to the designated Depot Lead/Depot Operations Manager for work allocation and operational prioritisation. The Depot team will assign and coordinate depot tasks and may also allocate field‑service work in line with customer requirements, skills, travel feasibility, working hours, safety requirements and applicable company policies. The role requires flexibility to switch between depot and field assignments as business demand changes.

Key Responsibilities

Depot Management

a. Depot & Warehouse Operations

i. Perform inbound, inspection, put‑away, picking, packing, dispatch, returns and reverse logistics activities.

ii. Maintain organised storage, housekeeping, stock segregation and site security.

iii. Process depot tasks within SLAs, support inventory reconciliation and ensure dispatch accuracy.

b. Asset Management, WMS & Chain of Custody

i. Maintain accurate WMS, asset records and inventory transactions.

ii. Verify serial numbers, asset tags and documentation during asset movements.

iii. Ensure asset security, traceability and authorised stock adjustments; report discrepancies promptly.

c. Technical Services & Device Quality

i. Perform diagnostics, basic repairs, upgrades, imaging, configuration and functional testing.

ii. Complete device readiness checks, authorised data wiping, warranty/RMA and refresh activities.

iii. Follow customer SOPs, security, safety and data‑protection requirements.

d. Logistics, Reporting & Customer Coordination

i. Coordinate shipments, courier activities, tracking and documentation.

ii. Maintain accurate tickets, work orders, asset records and operational reports.

iii. Coordinate with internal teams, customers and vendors; escalated exceptions and SLA risks.

Field Services

a. On‑Site Support

i. Travel to customer sites across Philippines as required for on‑site service delivery.

ii. Provide L1/L2 end‑user support, including device deployment, installation, refresh, replacement and break/fix.

iii. Perform IMAC activities, including device collection, swaps, configuration and user handover.

iv. Troubleshoot hardware, software, peripherals and basic connectivity issues within agreed SLAs.

v. Perform device imaging, provisioning, testing and readiness checks.

vi. Manage on‑site asset collection, tagging, inventory verification and return‑to‑depot with proper chain of

custody.

vii. Coordinate site visits, customer appointments, access arrangements and user communications.

viii. Maintain accurate ServiceNow records, including work performed, asset details and visit outcomes.

ix. Ensure professional customer interaction and timely escalation of service issues and SLA risks.

x. Support project rollouts, bulk deployments, device refreshes and other authorised field assignments.

b. Work Allocation, Availability & Travel

i. Accept work assignments and daily priorities from the Depot Operations team/designated Depot Lead, including both depot tasks and field‑service visits.

ii. Remain available for field assignments and be prepared to travel to customer or other designated sites across Philippines, subject to reasonable notice, operational requirements and applicable company policy.

iii. When field demand is low or no site visit is scheduled, complete depot, inventory, staging, technical preparation, reporting, training or other assigned operational tasks.

iv. Follow the approved work schedule, travel/expense process, customer‑site access instructions and check‑in/check‑out requirements.

v. Promptly notify the assigned lead of travel constraints, delays, safety concerns, customer cancellations or circumstances that may affect an assignment.

vi. Do not independently change customer appointments or leave depot coverage uncoordinated; clarify priorities with the Depot Lead when assignments conflict.

• Practical L1/L2 EUC support skills across laptops/desktops, Windows, peripherals, standard applications and basic network connectivity.
• Ability to install, configure, test and replace end‑user devices and peripherals at customer sites.
• Strong customer service, communication, documentation and issue‑escalation skills.
• Ability to work independently at customer locations while following documented procedures and security requirements.
• Good inventory discipline, asset‑handling practices and attention to serial‑number and handover accuracy.
• Flexibility to work across field and depot assignments and willingness to travel regularly within Philippines.

Tools / Systems / Technical Knowledge

ServiceNow or similar ticketing platform; WMS and asset/CMDB tools; endpoint imaging and deployment utilities; Microsoft 365; barcode scanners and labelling tools; basic network diagnostics; and approved data‑wiping tools where required.

Problem‑Solving Complexity

Handles routine to moderately complex endpoint incidents, onsite deployment and collection issues, WMS exceptions, inventory variances, shipment discrepancies and customer‑site operating challenges. Escalates risks and unresolved issues promptly.

Education & Certification Requirements

Diploma or bachelor’s degree in IT, Computer Science or a related discipline, or equivalent practical experience. ITIL Foundation, CompTIA A+, Microsoft endpoint qualifications or comparable certifications are preferred.

Experience Requirements

Minimum 2 years of relevant experience in IT support, field services, depot services, IT asset lifecycle operations or a combination of these. Experience with on‑site customer support, endpoint deployment, inventory custody and independent site operations is advantageous.