Field service engineer (Desktop ,AV, Mobility )

Location : - Detroit - MI

• Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

We are seeking a Field Services engineer with 4-7 years of onsite desktop support experience across office and factory environments. The role covers Audio Video and Mobility management, break/fix and deployment support for laptops/desktops, rugged factory laptops, printers, handheld scanners, and conference room A/V devices. The technician will execute incidents/requests via ITSM processes, leverage tools like IT Shop, SCCM, Nexthink for endpoint visibility, and apply strong Windows plus basic networking troubleshooting to restore services quickly

Key Responsibilities

Install, configure, and resolve issues for AV equipment and collaboration tools

Provide mobile device support (setup, troubleshooting, enterprise connectivity)

Provide hands-on onsite support (break/fix, deployments, escalations) for laptops/desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and conference room A/V systems.

Monitor ticket queues and assign tickets through ITSM tools;

Perform incident management, RCA for major incidents , and drive issue prevention.

Create and maintain SOPs, runbooks, and knowledge articles .

Utilize tools such as SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.

Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.

Mandatory Skills

(Top 5 Keywords or skills)

Years of Experience

Basic Knowledge

Expert

Desktop Support - Field services

2 - 3 years

Windows 11 support, laptop/desktop hardware troubleshooting, printer support

x

Audio visual devices

4-5 years

Cisco VC devices troubleshooting, Telephony

Mobile device setup and incidents

x

Networking / WIFI

2-3 years

Troubleshoot network / WIFI issues

x