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.