Onsite Support Engineer

Job Description

• We are seeking an experienced Field Services / L2 Support Engineer to provide onsite IT and network support across enterprise locations.
• The role involves network monitoring, troubleshooting, end-user support, device management, ticket handling, and onsite hands-and-eyes support for L3 teams and vendors.

Key Responsibilities

• Monitor network and infrastructure alerts and perform initial triage and troubleshooting Provide L2 onsite support for network, hardware, software, connectivity, and end-user issues.
• Troubleshoot switches, ports, Wi-Fi, wired networks, and internet connectivity using approved diagnostic tools.
• Perform network cabling, patching, labelling, port tracing, and rack maintenance.
• Support approved device reboots, cable replacements, and hardware break-fix activities.
• Provide hands-and-eyes support to L3 engineers, vendors, and technical teams.
• Collect logs, packet captures, and relevant technical information for further investigation.
• Manage and maintain ITSM tickets, ensuring accurate documentation, updates, and timely resolution.
• Provide workstation support including laptop/desktop setup, configuration, patching, deployment, and troubleshooting.
• Support mobile device setup, provisioning, distribution, and basic troubleshooting using Microsoft Intune.
• Install, configure, and troubleshoot printers and other IT peripherals.
• Manage hardware assets, inventory, device lifecycle, provisioning, and end-of-life disposal.
• Support vulnerability management, workstation patching, and monthly data centre patching.
• Assist with user account administration, access permissions, and security group management.
• Support procurement and local inventory management for laptops, mobile devices, and peripherals.
• Perform routine infrastructure health checks and firmware updates.
• Assist with root cause analysis, problem management, and permanent fixes for recurring technical issues.
• Support approved network and infrastructure changes in accordance with change management procedures.
• Maintain accurate technical documentation, procedures, asset records, and knowledge articles.
• Provide onsite and remote support for business users, VIP users, and project-related activities.

Required Skills & Experience

• 5–10 years of experience in onsite field services or enterprise IT support.
• Strong experience in L2 Support and ITSM ticket management.
• Hands-on experience with network monitoring, alert triage, and basic network troubleshooting.
• Good understanding of switches, ports, cabling, Wi-Fi, LAN/WAN, and connectivity troubleshooting.
• Experience supporting Windows desktops/laptops, mobile devices, printers, and peripherals.
• Working knowledge of Microsoft Intune for device management.
• Experience with hardware asset management, patching, and vulnerability remediation. Strong troubleshooting and problem-solving skills.
• Ability to work independently onsite and coordinate effectively with L3 teams and vendors.
• Good documentation, communication, and stakeholder management skills.
• Ability to follow approved procedures, security policies, and change management processes.