Onsite Support Engineer

We are looking for an experienced Onsite Support Engineer to provide Level 2 (L2) technical and field support for end-user computing, network infrastructure and IT operations.

The successful candidate will be responsible for onsite troubleshooting, device and asset management, network monitoring, ITSM ticket management and hands-and-eyes support for infrastructure teams. This role requires strong hands-on experience supporting users, workstations, network connectivity and data centre or infrastructure environments.

Key Responsibilities

Onsite & End-User Support

• Serve as a primary point of contact for onsite end-user IT support.

• Provide timely L2 technical assistance and troubleshooting to users.

• Diagnose and resolve desktop, laptop, mobile device, printer and peripheral issues.

• Install, configure, maintain and troubleshoot desktops, laptops and other end-user devices.

• Perform device setup, enrolment, provisioning and deployment.

• Provide onsite and remote support for local users, projects and business requirements.

• Provide onsite support for VIP users when required.

• Log, track, update and resolve incidents and service requests through the ITSM/ticketing platform.

Network & Infrastructure Support

• Monitor critical network and infrastructure equipment and respond to monitoring alerts.

• Perform initial triage and troubleshooting for network incidents.

• Check switch and port health using approved diagnostic tools.

• Troubleshoot wired network, Wi-Fi, internet and general connectivity issues.

• Trace, patch, label and maintain network cabling.

• Perform physical power and redundancy checks.

• Carry out approved device reboots, cable moves and cable replacements according to documented procedures.

• Collect system logs and packet captures for escalation and L3 analysis.

• Provide onsite hands-and-eyes assistance to L3 engineers, infrastructure teams and external vendors.

• Perform scheduled and ad hoc data centre patching activities in accordance with vulnerability management requirements.

Device, Asset & Software Management

• Manage workstation and mobile device lifecycle activities, including deployment, patching, upgrades and maintenance.

• Support Microsoft Intune-managed laptops and mobile devices.

• Perform workstation patching and vulnerability management.

• Maintain accurate records of IT assets, network equipment, racks, cabling and ports.

• Support hardware asset tracking, break/fix activities, enrolment, provisioning and end-of-life disposal.

• Manage local inventory and stock of laptops, mobile devices and other IT equipment.

• Support procurement requests for laptops, mobile devices, printers and related equipment.

• Assist with software management and tracking of software subscriptions and licences.

User Access & Security Support

• Assist with user account creation, modification and deletion.

• Support access permissions and security group administration.

• Ensure devices are maintained and updated in accordance with company security policies and procedures.

Technical Operations

• Perform routine system and infrastructure health checks and approved firmware updates.

• Support root cause analysis and problem-resolution activities.

• Assist with implementation of permanent fixes for recurring or complex technical issues.

• Support approved infrastructure and system changes in accordance with change-management procedures.

• Collaborate with L3 engineers, vendors and relevant technical teams to resolve complex incidents.

• Maintain accurate technical documentation, operating procedures and knowledge-base articles.

Required Skills & Experience

• 5–10 years of relevant experience in onsite field services, desktop support, infrastructure support or a similar IT support role.

• Strong hands-on experience providing Level 2 (L2) onsite support .

• Experience using ITSM/ticketing platforms for incident and service-request management.

• Hands-on experience troubleshooting desktops, laptops, mobile devices, printers and peripherals.

• Good understanding of networking fundamentals, including switches, ports, LAN, Wi-Fi and network cabling.

• Experience responding to network-monitoring alerts and performing initial incident triage.

• Experience with network or infrastructure monitoring tools such as SolarWinds or equivalent.

• Experience with Microsoft Intune for endpoint and mobile device management.

• Knowledge of workstation patching, vulnerability management and device security compliance.

• Experience with IT hardware and asset lifecycle management.

• Ability to provide onsite hands-and-eyes support to senior technical teams and vendors.

• Good troubleshooting, communication, documentation and stakeholder-management skills.

• Ability to work independently in an onsite operational support environment.

Preferred Skills

• Experience supporting data centre or critical infrastructure environments.

• Exposure to network patching, rack and cabling management.

• Experience collecting logs or packet captures for advanced troubleshooting.

• Familiarity with ITIL processes, change management and problem management.