What are the responsibilities and job description for the Level 1 IT Support Engineer (Field-Based) position at Mobiz?
About the Role
We are seeking a dependable and customer-focused Level 1 IT Support Engineer with at least 3 years of experience to provide on-site technical support at a client's production facility. This role bridges the gap between remote IT support and advanced IT engineering teams by resolving hardware, software, and connectivity issues at the ground level.
If you're a solution-driven IT professional who enjoys problem-solving and supporting users face-to-face, we'd love to hear from you.
What You’ll Do
- Troubleshoot and repair hardware issues (PCs, printers, scanners, webcams, etc.)
- Install and configure operating systems (Windows/macOS) and standard business applications
- Set up and deploy new workstations, laptops, and mobile devices
- Troubleshoot basic network connectivity issues (wired and wireless)
- Assist with patching and cabling in data closets as needed
- Support workstation moves, equipment relocations, and hardware upgrades
- Maintain accurate records of physical assets and support documentation
- Deliver excellent customer service and maintain professionalism during all on-site interactions
What You’ll Deliver
- Timely resolution of incident and service request tickets
- Updated IT asset records and inventory
- Clear documentation of support activities
- Prompt issue escalation to Level 2 or 3 support as needed
- Positive user satisfaction scores from on-site interactions
What Success Looks Like
- High percentage of issues resolved during the initial support interaction
- Timely completion of all assigned service tickets
- High user satisfaction ratings
- Accurate documentation of IT assets and work performed
- Timely response to on-site support needs
- Strong collaboration with internal support and infrastructure teams
What You’ll Bring
Technical Skills
- Proficiency with Windows 10/11 and basic macOS
- Strong understanding of PC components, peripherals, and basic networking (TCP/IP, DNS, DHCP)
- Experience with Microsoft 365 (Outlook, Teams, OneDrive)
- Competency in remote support tools (e.g., TeamViewer, Microsoft RDP)
- Familiarity with ITSM platforms (e.g., ServiceNow, Jira, Zendesk)
Soft Skills
- Excellent communication and customer service
- Strong time management and problem-solving abilities
- Adaptability, initiative, and attention to detail
- Ability to work independently
- Strong safety awareness
Qualifications
- Required: High school diploma or equivalent
- Preferred: Associate's or Bachelor’s in IT, Computer Science, or related field
- Certifications (Highly Preferred):
- CompTIA A
- Microsoft endpoint management or device administration certifications (e.g., Microsoft 365 Certified: Endpoint Administrator Associate)
Experience
- Minimum 3 years of experience in help desk, desktop support, or Level 1 IT field support.
- Experience supporting users in a multi-site, field service, or on-site IT support environment is strongly preferred.
- Experience working in a manufacturing, industrial, production, or other safety-sensitive environment is preferred.
- Demonstrated experience troubleshooting hardware, software, operating systems, network connectivity, and peripheral devices.
- Experience supporting Windows-based environments, including Microsoft 365, Active Directory or Microsoft Entra ID, and endpoint devices.
- Ability to independently diagnose and resolve technical issues, prioritize service requests, document work performed, and escalate complex issues appropriately.
- Experience following established security, safety, and site-access procedures in a client-facing environment.
Travel & Physical Requirements
- Valid driver’s license and reliable transportation
- Ability to lift and transport IT equipment weighing up to 50 lbs.
- Ability to crawl under desks and work in office and production environments.
Why Join Us?
- Be part of a supportive, collaborative IT team
- Work in a dynamic environment
- Make a tangible impact through hands-on technical support
- Advance your IT career with a role that values field expertise and problem-solving
This role requires access to a client's industrial facility. Any offer is contingent on meeting the client's site safety, security, and background clearance requirements and passing a pre-employment drug screen.
Only candidates who meet the qualifications and requirements of the position will be contacted.