Onsite IT Support Engineer

About the Role

We are seeking an Onsite IT Support Engineer to deliver field support services at specific client locations, primarily focusing on the management and smooth functioning of end-user computing devices and site infrastructure. This permanent position involves hands-on activities such as IMACD (Install, Move, Add, Change, Disposal), deskside support, device setup, printer maintenance, and conference technology assistance. The role demands coordination with remote support teams, vendors, and original equipment manufacturers (OEMs) to ensure efficient incident resolution and operational continuity.

Key Responsibilities

• Conduct IMACD tasks for IT hardware assets.
• Provide direct deskside support for desktops, laptops, peripherals, and workplace technologies.
• Diagnose and remediate hardware and software issues promptly to minimize business interruption.
• Manage user onboarding and offboarding assistance.
• Build, configure, deploy, and maintain Windows and Linux client machines, including manual OS installations where automated tools cannot be used.
• Install and troubleshoot business applications and endpoint software systems.
• Oversee hardware lifecycle management and replacements.
• Serve as onsite hands & eyes support to assist remote IT teams during system troubleshooting and maintenance.
• Support and maintain network and local printers, coordinating with vendors for repairs as necessary.
• Troubleshoot and maintain scanners, docking stations, monitors, and other peripherals.
• Deliver support for factory floor devices running Windows and Linux, assisting in resolving operational issues in manufacturing settings.
• Manage network cable patching, connectivity checks, and documentation of network-related tasks.
• Support conference rooms and collaboration tools, including AV system troubleshooting and ensuring meeting room readiness.
• Handle legacy barcode scanners and related devices operationally and coordinate vendor interventions for repairs or replacements.
• Supervise third-party service technician activities and access during maintenance work.
• Maintain inventory and distribution of IT consumables such as keyboards, mice, network cables, power adapters, and other peripherals.
• Maintain detailed documentation of troubleshooting efforts, incident resolution, and asset records within the ITSM tool.
• Ensure adherence to incident resolution SLAs, first-time fix rates, and end-user satisfaction metrics.
• Escalate complex or unresolved issues to specialized support teams promptly.

Required Qualifications & Experience

• Bachelor's Degree or Diploma in Computer Science, Information Technology, or a similar discipline.
• 3 to 6 years of experience providing onsite IT support, field services, or deskside assistance.
• Strong understanding and hands-on experience with Windows 10/11 administration and troubleshooting.
• Basic proficiency in Linux workstation support.
• Familiarity with hardware diagnostics, repair coordination, and printer support.
• Working knowledge of network connectivity troubleshooting.
• Experience supporting Microsoft Office applications and collaboration tools.
• Understanding of IT Service Management processes including Incident, Request, Change, and Asset Management.
• Prior experience with conference room technologies and audiovisual systems.
• Excellent communication skills in both written and spoken English and local languages.
• Ability to work independently in a client-facing onsite environment while coordinating with remote teams and vendors.
• Preferred certifications include ITIL Foundation and Microsoft endpoint support credentials.

Additional Information and Performance Metrics

• Track and meet Incident Resolution SLA compliance.
• Achieve high First-Time Fix Rate and End-User Satisfaction Scores (CSAT).
• Complete IMACD tasks promptly and contribute to accurate asset and inventory records.
• Maintain conference room availability and site service request closure efficiency.