What are the responsibilities and job description for the Field Services & Desktop Support Engineer position at Astreya?
Seeking a Field Services & Desktop Support with 5–8 years of experience in fully onsite, work from office desktop support across office and factory environments. This is a hands-on onsite role, requiring daily physical presence at customer location, where the lead actively performs field support while overseeing desktop operations for the site.
Key Responsibilities
• Provide hands-on onsite support (break/fix, deployments, escalations) for laptops/desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and conference room A/V systems.
• Act as primary point of accountability for the site from desktop support perspective.
• Monitor and assign tickets through ITSM tools; manage queues, priorities, and escalations.
• Perform incident management, RCA for major incidents, and drive issue prevention.
• Create and maintain SOPs, runbooks, and knowledge articles.
• Utilize tools such as SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.
• Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.
Required Qualifications
• Desktop Support / Field Services
• Windows 11 support
• Laptop/Desktop hardware troubleshooting
• Printer support
• Audio visual devices
• Cisco VC devices troubleshooting
• Operations Management / Lead experience: Work assignment, reporting, Escalation handling, RCA/root cause analysis, Documentation.