Deskside Support Engineer / Field Service Engineer

About the role

We are looking for a Deskside Support Engineer / Field Service Engineer to provide technical assistance to internal staff and clients both remotely and on‑site. The role combines hands‑on hardware support, mobile device management and printer/video‑conference equipment maintenance, ensuring a smooth and secure IT environment.

Key responsibilities

• Provide technical support to end‑users via phone, email, remote desktop tools and in‑person visits.
• Assist with user onboarding, including account setup, device provisioning and software installation.
• Deploy and manage mobile devices using MDM tools such as Jamf and Microsoft Intune.
• Troubleshoot mobile device configuration, connectivity and security issues.
• Install, maintain and troubleshoot printers and related software.
• Support conference‑room equipment, including video‑conferencing systems, projectors and audio devices.
• Diagnose and resolve hardware and software issues for desktops, laptops, printers and peripherals.
• Install, configure and maintain operating systems, applications and device drivers.
• Perform hardware and software upgrades and replacements as needed.
• Document all support activities, solutions and troubleshooting steps in the ticketing system.
• Track and manage IT assets throughout their lifecycle using IT Asset Management processes.
• Update ServiceNow CMDB with accurate hardware, software and configuration information.
• Ensure compliance with company policies, procedures and security standards.
• Participate in on‑call rotations and provide after‑hours support when required.

Required profile

• Strong technical expertise with a customer‑service orientation.
• Excellent communication skills for interacting with users and IT teams.
• Ability to work independently and as part of a collaborative team.
• Willingness to participate in on‑call rotations and provide after‑hours support.
• Relevant certification such as CSA (or equivalent).

Required skills

• Jamf (MDM)
• Microsoft Intune (MDM)
• ServiceNow ticketing and CMDB
• Windows and macOS operating systems
• Printer installation, maintenance and troubleshooting
• Video‑conferencing and audio equipment support
• Remote desktop tools
• IT Asset Management processes