Onsite Engineer

Job Summary:

The IT Site Support Engineer is responsible for providing technical support and operational oversight of end-user computing, infrastructure, and site IT services at the Tucson location. This role ensures seamless IT operations, hardware/software management, and collaboration with global teams and vendors to deliver high-quality technical support. The ideal candidate must have very good English-speaking skills and be hands-on to assist the server team when required.

Key Responsibilities:

End-User & Desktop Support:

• Provide onsite and remote IT support for desktops, laptops, mobile devices, iPads, printers, and other peripherals.
• Manage IMAC (Install, Move, Add, Change) services for hardware and software, ensuring efficient deployment and configuration.
• Offer Break/Fix support, troubleshooting, and resolving issues related to hardware, software, networks, and applications.
• Deliver remote support for users working from different locations, ensuring minimal downtime.
• Work with users to file complaints and escalate lost or damaged device issues as needed.
• Work with support team to set up the Local printer
• Help users in EMEA region remotely

Device Provisioning & Asset Management:

• Manage device provisioning and de-provisioning, ensuring proper setup, configuration, imaging, and decommissioning.
• Maintain and update the IT asset inventory for desktops, laptops, printers, and network devices at the site.
• Coordinate with local vendors to get quotes for new devices and work with procurement teams to release purchase orders.
• Follow standard processes for purchasing, maintenance, and disposal of IT assets.

Infrastructure & Network Support:

• Provide technical support for local IT infrastructure, including servers, LAN switches, and corporate mobile devices.
• Coordinate with network teams to resolve connectivity issues and ensure business continuity.
• Work with vendors and internal teams to upgrade legacy hardware
• Assist the server team hands-on for any hardware-related support needed.
• Provide technical support for video conferencing systems
• Work closely with vendors to ensure smooth operation and maintenance of video conferencing tools(Microsoft teams room)
• Support voice solutions, including desk phones, softphones, and VoIP systems, ensuring seamless communication.

Service Desk & Vendor Coordination:

• Work with offshore and service desk teams to ensure timely resolution of IT requests and incidents.
• Create and manage support tickets with vendors like HP, Microsoft, and other third-party service providers when required.
• Ensure proper documentation and escalation of issues through appropriate IT support channels.
• Continuously review and improve IT processes, standards, and service delivery.

Role Expectations & Required Skills:

• Very good English-speaking skills to communicate effectively with global teams and stakeholders. If possible, Spanish.
• Excellent customer service skills and ability to communicate technical issues in non-technical terms.
• Strong troubleshooting and problem-solving skills with L2 expertise.
• Ability to handle service requests and issue resolution in a fast-paced environment.
• Strong documentation skills and ability to maintain IT asset records.
• Familiarity with vendor management, procurement, and contract handling.
• Ability to analyze and solve complex desktop issues, ensuring system stability and minimal downtime.