IT Support Engineer

Sybex Support Services Inc.; Village of Rensselaer Falls (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

Sybex Support Services Inc. is seeking a Field Engineer End User Devices & Hands and Feet Support to join our on-site IT team in the United States.

The role focuses on delivering end-user device support across desktops, laptops, printers, and mobile devices, with emphasis on hardware diagnostics and rapid issue resolution. You will work closely with remote IT teams, perform installations and upgrades, manage asset records, and ensure SLAs are met through proactive incident handling and accurate

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, upgrades, 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.

Responsibilities

• Provide on-site support for desktops, laptops, printers, mobile devices, and peripherals.
• Diagnose, repair, upgrade, and install hardware.
• Troubleshoot software, OS, and patch issues.
• Configure and provision end-user devices per standards.
• Hands and Feet: assist remote IT teams with hardware replacements and wiring tasks.
• Troubleshoot basic network connectivity issues.
• Assist in server room activities and asset management.

Skills

On-site support

Windows/macOS support

Hardware diagnostics

Networking basics

ITSM tools

Troubleshooting

Communication

Tools

SCCM

MDT

Remote support tools

Job description

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

Key Responsibilities:-

• 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, upgrades, 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