Site Support Engineer

We are seeking an experienced Site Support Engineer / Deskside Support Engineer to provide hands-on IT support in a 24x7 onsite environment. The role is responsible for supporting end-user computing, hardware/software break-fix, Windows and Mac devices, mobile devices, printers, asset management, ServiceNow tickets, and basic network connectivity issues.

The successful candidate must be comfortable working in a 24x7 support environment, including night shifts, second shifts, weekends, and holidays. Flexibility to rotate across shifts based on site operational requirements is an essential requirement of this position.

Work Schedule and Shift Requirement

This position requires full flexibility to support a 24x7 operational environment.

• Initial schedule: Monday through Friday, 8:00 AM to 5:00 PM for approximately the first two months for onboarding and transition.

• Following the initial period, the employee will move to a schedule determined by site requirements.

• The anticipated schedule may include night shifts approximately two days per week and second shift for the remaining three days.

• Candidates must be prepared to rotate to other shifts when required.

• Availability to work nights, weekends, and holidays is required.

• The site operates 24 hours a day, 7 days a week, so schedules may change based on operational coverage requirements.

• Candidates who are unable to support rotational/night-shift schedules will not be considered for this position.

• Provide onsite deskside and end-user support for hardware, software, peripherals, and enterprise applications.

• Perform break/fix troubleshooting and repair for desktops, laptops, monitors, printers, scanners, and related IT equipment.

• Support Windows and Mac environments, diagnosing operating system issues and implementing appropriate resolutions.

• Perform PC staging, configuration, software installation, troubleshooting, and deployment activities.

• Provide support for Microsoft Office / Microsoft 365 applications and common end-user productivity tools.

• Diagnose end-user system failures, determine root causes where possible, and implement appropriate repair or remediation solutions.

• Troubleshoot basic network connectivity issues between end-user devices and the corporate network.

• Support printers, scanners, file shares, and other workplace technology used by employees.

• Manage incidents and service requests through ServiceNow or a comparable ITSM platform, ensuring tickets are accurately documented and progressed through resolution.

• Assist with user account administration, including user ID creation and basic Microsoft Active Directory-related activities.

• Support mobile devices, including iOS-based devices and related end-user connectivity or configuration issues.

• Perform IT asset management and inventory activities, including tracking, deployment, movement, and recovery of computer equipment.

• Follow established virus detection, endpoint protection, and remediation procedures, including support involving Symantec Virus Scan.

• Provide basic support for network-connected phones and VoIP systems.

• Complete required IT compliance and operational support tasks in accordance with established processes.

• Maintain a high level of customer service while communicating technical issues and resolutions clearly to end users.

• Work collaboratively with other IT support teams and escalate issues appropriately when they require specialized technical expertise.

• Safely move, install, and configure IT equipment weighing up to 50 lbs.

What you’ll need to succeed (required skills)