EUS Field Service Engineer

VBeyond Corporation; Houston (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

VBeyond Corporation is seeking a Deskside Support Technician to deliver hands-on, onsite IT support at our Houston HQ. You will serve as the primary onsite resolver for hardware, software, and connectivity issues that cannot be resolved remotely, supporting executive users and a broad user base.

This role involves imaging and deployment using Intune/Jamf, AV system support, M365 administration, and collaboration with Facilities and IT teams to ensure high availability and CSI improvements.

Qualifications

• 4+ years in enterprise IT support serving executives.
• Strong AV system knowledge: Teams Rooms, Zoom Rooms, Webex.
• Proficient with Windows 10/11, macOS, and AD/AAD.
• Hands-on with Intune and/or Jamf.
• Proficient in M365 support and admin basics.
• ITSM experience (ServiceNow/Remedy) with ticket hygiene.
• Hardware troubleshooting across Dell/HP/Lenovo/Apple and AV hardware.
• Customer-focused communication for executive environments.
• Ability to work independently in HQ setting.

Responsibilities

• Provide L2/L3 deskside support for hardware, software, OS, and peripherals.
• Manage escalated tickets within SLA/SLO targets; maintain KB updates.
• Imaging, configuration, deployment, refresh, and decommission per ZTE with Intune/Jamf.
• Support onboarding/offboarding and device provisioning.
• Break-fix and warranty coordination for end-user hardware.
• Administer and troubleshoot M365 apps and coordinate with Desktop Engineering.
• Maintain asset inventory in ITSM and ensure audit compliance.
• Contribute to CSI and document resolutions for reuse KB.
• Provide executive support including pre-staging and full device lifecycle.
• Coordinate with EAs and Chiefs of Staff for travel and events.
• AV system management across HQ with conference rooms and AV projects.
• Pre-event readiness checks for town halls and large meetings.
• Manage AV software (MTR/Zoom/Webex) and associated hardware.
• Maintain AV documentation and vendor escalations.
• Monitor AV room health with management platforms.

Skills

Executive support experience

AV systems knowledge

Windows/macOS proficiency

Active Directory/Azure AD

Intune/Jamf management

M365 administration

ITSM ticketing (ServiceNow/Remedy)

Hardware troubleshooting

Communication skills

Independent work prioritization

Education

Microsoft Certified: Modern Desktop Administrator Associate

Tools

ServiceNow

Remedy

Microsoft Intune

Jamf

Microsoft Teams Rooms (MTR)

Zoom Rooms

Cisco Webex

AV hardware (Poly/Logitech)

PowerShell scripting

Job description

The Deskside Support Technician provides hands-on, in-person technical support to end users at the corporate headquarters. This role serves as the primary onsite resolver for hardware, software, and connectivity incidents that cannot be resolved remotely, and acts as a key contributor to Field Services quality and the overall employee experience at HQ.

KEY RESPONSIBILITIES

• Provide L2/L3 deskside support for hardware, software, OS, and peripheral issues across Windows and macOS environments.
• Manage and resolve escalated tickets from the service desk within defined SLA/SLO targets; ensure accurate ticket hygiene and knowledge base (KB) updates.
• Execute device lifecycle activities — imaging, configuration, deployment, refresh, and decommission — aligned to zero-touch enrollment (ZTE) principles using Microsoft Intune and/or Jamf.
• Support onboarding and offboarding (JML) processes for HQ-based employees, including device provisioning and account readiness.
• Perform break-fix and warranty coordination for end-user hardware (laptops, desktops, peripherals, monitors, mobile devices).
• Administer and troubleshoot M365 applications (Outlook, Teams, OneDrive, SharePoint) and collaborate with the Desktop Engineering team on policy and configuration issues.
• Maintain asset inventory accuracy within the ITSM platform; enforce asset tagging and audit compliance.
• Proactively identify recurring issues and contribute root cause findings to Problem Management.
• Support patch compliance and endpoint security posture in coordination with the Desktop Engineering team.
• Contribute to continual service improvement (CSI) initiatives and document resolutions for reuse across the knowledge base.

White Glove / Executive Support

• Provide dedicated, high-priority technology support to C-suite, VP-level, and designated VIP users; proactively anticipate needs before issues arise.
• Own the full device lifecycle for executive population — pre-staging, configuration, deployment, and refresh — with zero-impact delivery.
• Serve as the named point of escalation and white glove contact for EUS at HQ; maintain discretion and professionalism at all times.
• Conduct proactive device health checks and environmental sweeps for executive offices and high-use collaboration spaces.
• Coordinate closely with Executive Assistants and Chiefs of Staff to align around travel, events, and tech readiness.

Audiovisual (AV) Support

• Manage and support all AV infrastructure across HQ — conference rooms, boardrooms, all-hands spaces, and huddle rooms (video walls, projectors, display systems, microphone/speaker arrays, room control panels).
• Provide hands-on support and pre-event readiness checks for town halls, board meetings, executive briefings, and large-format events.
• Administer and troubleshoot Microsoft Teams Rooms (MTR), Zoom Rooms, Cisco Webex, and associated hardware (Poly, Logitech, Crestron, Extron, Biamp).
• Maintain AV system documentation, cable management standards, and room configuration records; manage vendor escalations for AV break-fix.
• Partner with Facilities and IT Infrastructure on AV project deployments and room refresh initiatives.
• Monitor AV room health proactively using room management platforms (e.g., Logitech Sync, DTEN, or equivalent).

REQUIRED SKILLS & EXPERIENCE

• 4+ years in an enterprise IT support role with demonstrated experience supporting senior stakeholders or executive populations.
• Strong AV system knowledge: Microsoft Teams Rooms, Zoom Rooms, Webex, and associated hardware platforms (Poly, Logitech, Crestron, or equivalent).
• Strong working knowledge of Windows 10/11, macOS, and Active Directory / Azure AD / Entra ID.
• Hands-on experience with Microsoft Intune (Autopilot, compliance policies, app deployment) and/or Jamf.
• Proficiency in M365 application support and administration basics.
• ITSM tool experience (ServiceNow, Remedy, or equivalent); strong ticket documentation discipline.
• Solid hardware troubleshooting skills across Dell, HP, Lenovo, Apple device families, AV Hardware.
• Customer-focused mindset with professional communication skills suited to an executive environment.
• Ability to work independently, prioritize concurrent incidents, and manage time effectively in a fast-paced HQ setting.

PREFERRED QUALIFICATIONS

• Microsoft Certified: Modern Desktop Administrator Associate or equivalent.
• Experience with DEX or observability tooling (e.g., SysTrack, Nexthink, or similar).
• Familiarity with PowerShell scripting for endpoint automation and diagnostics.
• Experience supporting VDI/AVD environments.

SUCCESS METRICS

• SLA compliance (First Contact Resolution, Mean Time to Resolve) consistently at or above target.
• User satisfaction (CSAT/XLA) scores at or above account benchmark.
• Ticket quality and KB contribution rate meeting EUS Quality & Excellence standards.
• Asset inventory accuracy maintained at ≥98%.