Level 1 IT Support Engineer (Field-Based)

Mobiz Inc; Ottawa (IL); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

On-site work at client facility

Professional development opportunities

Job summary

Mobiz Inc. is seeking a dependable Level 1 IT Support Engineer to provide on-site technical support at a client’s production facility in the United States.

The role requires at least 3 years of experience and involves resolving hardware, software, and connectivity issues while bridging remote IT support with engineering teams. You will troubleshoot hardware, install OS and business apps, deploy new devices, and maintain asset records.

Qualifications

• Must have 3+ years of experience in help desk or Level 1 IT support.
• Experience supporting users in multi-site or on-site environments preferred.
• Familiarity with safety-sensitive manufacturing environments is a plus.

Responsibilities

• Troubleshoot and repair hardware issues (PCs, printers, scanners, etc.)
• Install and configure Windows/macOS and standard business apps
• Set up and deploy workstations, laptops, and mobile devices
• Troubleshoot basic network connectivity (wired and wireless)
• Assist with patching and cabling in data closets as needed
• Support workstation moves, relocations, and hardware upgrades
• Maintain accurate records of physical assets and support documentation
• Deliver excellent customer service during on-site interactions

Skills

Windows 10/11

macOS basics

PC hardware

Networking basics

Microsoft 365

Remote support tools

ITSM platforms

Education

High school diploma

Associate/Bachelor in IT or related field

Tools

TeamViewer

Microsoft RDP

ServiceNow

Jira

Zendesk

Job description

About the Role

We are seeking a dependable and customer-focused Level 1 IT Support Engineer with at least 3 years of experience to provide on-site technical support at a client's production facility. This role bridges the gap between remote IT support and advanced IT engineering teams by resolving hardware, software, and connectivity issues at the ground level.

If you're a solution-driven IT professional who enjoys problem-solving and supporting users face-to-face, we'd love to hear from you.

What You’ll Do

• Troubleshoot and repair hardware issues (PCs, printers, scanners, webcams, etc.)
• Install and configure operating systems (Windows/macOS) and standard business applications
• Set up and deploy new workstations, laptops, and mobile devices
• Troubleshoot basic network connectivity issues (wired and wireless)
• Assist with patching and cabling in data closets as needed
• Support workstation moves, equipment relocations, and hardware upgrades
• Maintain accurate records of physical assets and support documentation
• Deliver excellent customer service and maintain professionalism during all on-site interactions

What You’ll Deliver

• Timely resolution of incident and service request tickets
• Updated IT asset records and inventory
• Clear documentation of support activities
• Prompt issue escalation to Level 2 or 3 support as needed
• Positive user satisfaction scores from on-site interactions

What Success Looks Like

• High percentage of issues resolved during the initial support interaction
• Timely completion of all assigned service tickets
• High user satisfaction ratings
• Accurate documentation of IT assets and work performed
• Timely response to on-site support needs
• Strong collaboration with internal support and infrastructure teams

What You’ll Bring

Technical Skills

• Proficiency with Windows 10/11 and basic macOS
• Strong understanding of PC components, peripherals, and basic networking (TCP/IP, DNS, DHCP)
• Experience with Microsoft 365 (Outlook, Teams, OneDrive)
• Competency in remote support tools (e.g., TeamViewer, Microsoft RDP)
• Familiarity with ITSM platforms (e.g., ServiceNow, Jira, Zendesk)

Soft Skills

• Excellent communication and customer service
• Strong time management and problem-solving abilities
• Adaptability, initiative, and attention to detail
• Ability to work independently
• Strong safety awareness
  

Qualifications

• Required: High school diploma or equivalent
• Preferred: Associate's or Bachelor’s in IT, Computer Science, or related field
• Certifications (Highly Preferred):
  • CompTIA A+
  • Microsoft endpoint management or device administration certifications (e.g., Microsoft 365 Certified: Endpoint Administrator Associate)
    

Experience

• Minimum 3 years of experience in help desk, desktop support, or Level 1 IT field support.
• Experience supporting users in a multi-site, field service, or on-site IT support environment is strongly preferred.
• Experience working in a manufacturing, industrial, production, or other safety-sensitive environment is preferred.
• Demonstrated experience troubleshooting hardware, software, operating systems, network connectivity, and peripheral devices.
• Experience supporting Windows-based environments, including Microsoft 365, Active Directory or Microsoft Entra ID, and endpoint devices.
• Ability to independently diagnose and resolve technical issues, prioritize service requests, document work performed, and elevate complex issues appropriately.
• Experience following established security, safety, and site-access procedures in a client-facing environment.

Travel & Physical Requirements

• Valid driver’s license and reliable transportation
  
• Ability to lift and transport IT equipment weighing up to 50 lbs.
  
• Ability to crawl under desks and work in office and production environments.
  

Why Join Us?

• Be part of a supportive, collaborative IT team
• Work in a dynamic environment
• Make a tangible impact through hands‑on technical support
• Advance your IT career with a role that values field expertise and problem-solving

This role requires access to a client's industrial facility. Any offer is contingent on meeting the client's site safety, security, and background clearance requirements and passing a pre-employment drug screen.

Only candidates who meet the qualifications and requirements of the position will be contacted.