IT Support Engineer

Sybex Support Services Inc.; Albuquerque (NM); On-site; USD 55,000 - 90,000; Full time

Job summary

Sybex Support Services Inc. is seeking a Field Engineer End User Devices & Hands and Feet Support to provide on-site help for desktops, laptops, printers, and mobile devices across multiple sites. The role includes hardware diagnostics, OS troubleshooting, and basic network support.

The candidate will assist remote IT teams as Hands and Feet, perform equipment installs, and help manage assets and inventory. Travel to various sites, on-call hours, and flexible scheduling are expected.

Qualifications

• Proven experience providing on-site end-user device support.
• Strong knowledge of Windows, macOS and mobile OS.
• Hands-on hardware diagnostics, repairs and installations.
• Basic networking: LAN/WAN/Wi-Fi troubleshooting.
• Familiar with ITSM tools and ticketing systems.
• Excellent problem-solving and communication skills.

Responsibilities

• Provide on-site support for desktops, laptops, printers and mobile devices.
• Troubleshoot OS, applications and patches; configure devices per standards.
• Act as Hands and Feet support for remote IT teams.
• Respond to service requests and document issues within SLAs.
• Maintain asset records and manage inventory of equipment.
• Support server room activities, site documentation, and AV/Teams Rooms.

Skills

End-user devices

Windows

macOS

Mobile devices

Troubleshooting

Networking basics

ITSM tools

Communication skills

On-site support

Tools

Active Directory

Office 365

SCCM

MDT

Remote support tools

Job description

Job Description: Field Engineer End User Devices & Hands and Feet Support

Key Responsibilities:

End-User Device Support-

• Provide on-site support for desktops, laptops, printers, mobile devices, and other peripherals.
• Perform hardware diagnostics, repairs, upgrades, and installations.
• Troubleshoot and resolve software-related issues, including operating systems, applications, and patches.
• Configure and provision end-user devices based on organizational standards.

Hands and Feet Support-

• Act as the on-site technical resource for remote IT teams, assisting with physical tasks such as hardware replacements, cable management, and device installations.
• Perform basic network troubleshooting and assist in resolving connectivity issues.
• Support server room activities, including racking and stacking equipment, cable patching, and hardware inspections.

Incident and Request Management-

• Respond promptly to service requests and incidents raised by end users or IT teams.
• Document and elevate unresolved issues to higher-level support teams.
• Ensure timely resolution of issues within defined SLAs.

Inventory and Asset Management-

• Maintain accurate records of IT assets, including end-user devices and peripherals.
• Assist in tracking and managing inventory levels for spare parts and equipment.

Required Skills and Qualifications-

• Proven experience in providing on-site support for end-user devices and IT hardware.
• Strong knowledge of Windows, macOS, and mobile operating systems.
• Hands-on experience with hardware diagnostics, repairs, and installations.
• Basic understanding of networking concepts, including LAN, WAN, and Wi-Fi troubleshooting.
• Familiarity with IT service management tools and ticketing systems.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.

Preferred Skills (Good-to-Have)-

• Certifications such as CompTIA A+, ITIL Foundation, or equivalent.
• Experience with Active Directory, OAice 365, and remote support tools.
• Knowledge of server hardware and basic data center operations.
• Familiarity with imaging and deployment tools (e.g., SCCM, MDT).
• Experience in working in multi-site environments.

Work Environment-

• Requires travel to various locations to provide on-site support.
• Ability to lift and move IT equipment as needed.
• Availability for on-call support and flexible working hours.

Key Activities-

• On-site & remote deskside support for dedicated sites
• 24 5 coverage with on call for off-hours; project off-hour support
• User training and onboarding/oAboarding (JML)
• Site documentation (floor plans, architecture)
• Asset & equipment management (inventory, refreshes, storage/distribution/disposal)
• Smart Hands (printers, network, voice, servers)
• Data/server room upkeep
• Conference room A/V & Teams Rooms support
• Mobile phone support
• VIP support
• GMP & non-GMP lab systems support (hardware, software, user accounts)
• SLA tracking and reporting