Field support engineer

We are seeking a hands-on Field Support Engineer to provide onsite and remote technical support for end-user devices, workplace technologies, Microsoft 365 services, endpoint management platforms, and Azure-based infrastructure. The ideal candidate will be responsible for delivering exceptional customer support, maintaining endpoint compliance, resolving incidents, supporting cloud services, and ensuring business continuity for office and remote users.

This role requires strong troubleshooting expertise, customer-facing communication skills, and the ability to support both operational and project-based initiatives across desktop, endpoint, and cloud environments.

Field Services & End User Support

• Provide onsite and remote L1/L2 technical support for desktops, laptops, mobile devices, printers, scanners, conference room equipment, and peripheral devices.

• Diagnose and resolve hardware, software, operating system, network connectivity, and application-related issues.

• Perform device installations, relocations, upgrades, refreshes, imaging, and replacement activities.

• Deliver white-glove support to executive leadership, VIP users, and business-critical personnel.

• Support office moves, workstation setups, meeting room technology, and end-user onboarding activities.

• Coordinate with third-party vendors and OEMs for break-fix services, warranty claims, equipment repairs, and replacements.

• Maintain accurate inventory records and manage the lifecycle of IT assets from deployment through decommissioning.

Endpoint Administration & Device Management

• Support and administer Microsoft Intune and MECM/SCCM managed device environments.

• Deploy endpoint security policies, compliance configurations, and device management standards.

• Perform Windows OS deployment, provisioning, and Autopilot enrollment activities.

• Manage software installation, packaging, upgrades, and application deployments.

• Monitor endpoint health, performance, patch compliance, and security posture.

• Support BitLocker encryption, Microsoft Defender for Endpoint, and enterprise security controls.

Patching, Security & Compliance

• Deploy and validate Windows security updates and monthly patch cycles using Intune and SCCM.

• Troubleshoot patch deployment failures and implement remediation actions.

• Assist in vulnerability remediation efforts and endpoint security initiatives.

• Generate device compliance and security reports for operational and audit requirements.

• Support cybersecurity teams during security assessments, audits, and compliance reviews.

• Ensure endpoints adhere to organizational security and governance standards.

Azure & Cloud Support

• Provide operational support for Azure infrastructure services and cloud-hosted resources.

• Support Azure Virtual Machines (VMs) including provisioning, monitoring, troubleshooting, and maintenance.

• Assist with Azure Virtual Desktop (AVD) user support and administration.

• Manage user access, account administration, and identity-related tasks within Azure AD / Microsoft Entra ID.

• Support Azure networking configurations including Virtual Networks, Subnets, NSGs, VPN connections, and connectivity troubleshooting.

• Monitor Azure services using Azure Monitor and respond to alerts and operational incidents.

• Collaborate with cloud engineering teams to support infrastructure reliability and service availability.

Microsoft 365 Support

• Provide support for Microsoft 365 applications and collaboration services including Outlook, Teams, OneDrive, and SharePoint.

• Troubleshoot email, calendaring, conferencing, file-sharing, and collaboration-related issues.

• Manage user accounts, licensing assignments, permissions, and access requests.

• Support end-user adoption of Microsoft 365 tools and workplace technology solutions.

• Assist with migrations, deployments, and enhancements of collaboration platforms.

Incident, Service & Operational Support

• Handle incidents, service requests, and problem tickets through ServiceNow and other ITSM tools.

• Ensure tickets are resolved within established SLA targets and service quality standards.

• Participate in major incident response activities and escalations.

• Document troubleshooting procedures, knowledge articles, technical guides, and support runbooks.

• Work closely with infrastructure, security, network, and application support teams to resolve complex issues.

• Identify opportunities to improve service delivery, automation, and user experience.

What you’ll need to succeed (required skills)