IT Field Support Engineer

EIL Global; Pennsylvania; On-site; USD 60,000 - 75,000; Full time

Job summary

A leading company is seeking an IT Field Support Engineer to provide high-quality onsite technical support for end-user hardware and software. The role includes diagnosing hardware and software issues, supporting VIP users, and managing IT kiosk programs. Candidates should have 3+ years of experience in field support, a diploma or bachelor's in a relevant field, and strong troubleshooting skills in Windows and Mac environments.

Qualifications

• 3+ years of experience in field support or end-user computing environments.
• Hands-on expertise in Windows/Mac environments and ITSM tools.
• Good understanding of enterprise networking and server room safety procedures.

Responsibilities

• Provide high-quality onsite technical support for end-user hardware and software.
• Diagnose hardware issues for various devices including desktops and laptops.
• Deliver prioritized VIP user support and manage device inventory.

Skills

Active Directory

Office 365

Ticketing Systems

Windows Troubleshooting

Mac Troubleshooting

Hardware Support

Network Troubleshooting

Education

Diploma/Bachelors in IT, Computer Science, Electronics, or related field

Tools

ServiceNow

Job description

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Skills:
Active Directory, Office 365, Ticketing Systems, Windows Troubleshooting, Mac Troubleshooting, Hardware Support, Network Troubleshooting, Troubleshooting,

Job Summary

We are seeking a detail-oriented and hands-on IT Field Support Engineer to deliver high-quality onsite technical support for end-user hardware, software, infrastructure proximity, and special IT programs. This role encompasses support for standard and non-standard devices, user lifecycle services (onboarding/offboarding), asset and depot management, VIP services, and third-party/vendor coordination. The ideal candidate has experience in enterprise IT environments and excels in communication, incident resolution, and multitasking.

Key Responsibilities

• Hardware IMAC (Install, Move, Add, Change) Support:
• Diagnose and resolve hardware issues for desktops, laptops, Macs, tablets, smartphones, and supported printers.
• Coordinate with vendors and internal teams for service ticket resolution.
• Provide smart hands support for AV systems and digital signage panels.
• Collect equipment during user offboarding and support Red/Yellow zone operations.
• Software IMAC & Configuration:
• Address software break-fix issues and coordinate with OEM vendors when necessary.
• Install software and image devices that cannot be configured remotely.
• Deploy desktop/mobile applications manually when needed.
• VIP User Support:
• Deliver prioritized support and quick turnaround for hardware and software issues.
• Maintain and manage a dedicated VIP device inventory.
• Operate a VIP-exclusive support channel and maintain user tagging in ITSM tools.
• R&D & Industrial Automation Site Support:
• Follow SOPs for lab device qualification and incident resolution.
• Provide hands-and-feet support for specialized hardware like scan guns, barcode scanners, and GxP-compliant systems.
• Support antenna and Wi-Fi deployment and troubleshooting.
• IT Kiosk Program Management:
• Act as SPOC for client kiosk projects.
• Validate kiosk requirements, coordinate design, and assist in deployment and support.
• Promote usage and optimize performance through user training and feedback.
• Server Room & Network Proximity Support:
• Perform tape handling, rack and stack activities, and basic hardware configurations.
• Maintain cable management, assist in decommissioning, and perform routine visual/power checks.
• Support cabling, access compliance, network hardware setup, and coordination with OEMs for maintenance.
• Third-Party Support & Coordination:
• Schedule and escort third-party vendor activities.
• Coordinate with infrastructure and AMS teams for device support and deployments.
• Facilitate IMAC activities involving external parties.
• Event IT Support:
• Provide on-site IT support during company events such as town halls or seminars.
• Coordinate with OEMs, AV vendors, and ensure hardware availability and setup.
• Onboarding, Offboarding & User Training:
• Train IT staff on GxP compliance and deliver training to end-users on desktop tools and regulatory practices.
• Distribute manuals, FAQs, and training documents.
• Manage equipment provisioning and returns in alignment with automated workflows across ITSM, AD, and email services.
• Hardware Asset Management:
• Maintain the AMDB (Asset Management Database) and track lifecycle events from procurement to decommissioning.
• Monitor licensing issues and coordinate with stakeholders for compliance.
• Coordinate logistics and update records for asset movement and tagging.
• Device Deployment & Depot Management:
• Handle centralized and local stocking of spare devices and parts.
• Manage imaging, OS installations, tagging, and packaging for end-user devices.
• Coordinate delivery, replacements, and reclamations with logistics teams and OEMs.
  
  

Devices Supported

• Desktop & Laptop PCs (Windows/Mac)
• Smartphones & Tablets
• AV Equipment & Meeting Room Systems
• Non-standard R&D equipment (scanners, PDAs, label printers)
• Printers (Smart Hands)
• IP Phones & Network Devices
• Peripheral Devices (Mice, Keyboards, Cables, Docking Stations)
  
  

Required Qualifications

• Diploma/Bachelors in IT, Computer Science, Electronics, or related field.
• 3+ years of experience in field support or end-user computing environments.
• Hands-on expertise in Windows/Mac environments, ITSM tools (ServiceNow), and hardware troubleshooting.
• Familiarity with regulatory compliance frameworks (e.g., GxP) is a plus.
• Good understanding of enterprise networking, AV systems, and server room safety procedures.
  
  

Preferred Skills

• Strong communication and customer handling skills.
• Ability to prioritize VIP and high-impact requests.
• Experience in vendor coordination and IT infrastructure proximity support.
• Self-driven with a continuous improvement mindset.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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