Foxys IT Services

Compensation

Full Description

The Onsite IT Support Engineer is responsible for providing advanced technical support, troubleshooting, and hands-on assistance within an organization’s physical locations. Operate under the guidance of a supervisor and as per the SOPs, instructions, and supervision provided. A key focus of this role includes expertise in Operating System (OS) imaging and deployment. This position serves as an escalation point for Level 1 support, ensuring reliable, secure, and efficient IT operations. Provide on-site support as required by L3 at critical instances, including over the phone calls, online collaboration tools, etc. Key Responsibilities: • Provide onsite technical support for desktops, laptops, printers, and other end-user devices. • Troubleshoot, diagnose, and resolve hardware and software issues escalated from Level 1 support. • Perform OS imaging, deployment, and re-imaging of devices using industry tools (e.g., Microsoft MDT, SCCM, Intune etc.). Provide break/fix support for desktops, laptops, and peripherals as requested. • Maintain and update standardized OS images as per organizational requirements. • Troubleshoot Windows OS, hardware, and enterprise applications. • Reinstall/configure applications as needed. • Coordinate with third-party vendors for escalations and hardware replacements. • Document issues and resolutions in the IT service management system (ServiceNow, Remedy, etc.). • Ensure devices are up to date with security patches, drivers, and approved software. • Support user account management (Active Directory, Azure etc.). • Conduct site visits for asset management, network troubleshooting, and infrastructure checks. • Document incident resolutions and contribute to knowledge base articles for future reference. • Collaborate with network, server, and security teams for complex issue resolution. • Maintain compliance with organizational IT policies and data protection standards. Required Skills & Qualifications • Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field. • 4+ years in a technical support role, OS Imaging support, User administration. • Proficient in Windows. Proficient with macOS environment will be added advantage. • Deep knowledge of OS deployment tools and methodologies. • Familiarity with Active Directory, Azure, Intune, basic networking concepts, and remote support tools. • Strong analytical, troubleshooting, and problem-solving skills. • Excellent communication, customer service, and interpersonal abilities. Reporting & Work Environment • Reports to: IT Services Manager or Onsite IT Lead. • Work Location: Primarily physically onsite, may require travel between company offices/campuses. • Occasional after-hours support for major deployments or urgent issues.