Onsite Support Engineer Level 2

Overview

The Onsite IT Support Engineer is responsible for providing end-user technical support, maintaining IT hardware and software, managing incidents and service requests through ServiceNow, and ensuring compliance with agreed Service Level Agreements (SLAs). The role acts as the local IT presence for the site, supporting device refresh activities, user onboarding and offboarding, and providing remote hands and eyes support for infrastructure, server, and network teams.

Responsibilities

• Manage incidents, service requests, and tasks through ServiceNow.

• Ensure all tickets are updated accurately and resolved within agreed SLA targets.

• Provide onsite and remote support for desktops, laptops, printers, mobile devices, and peripherals.

• Coordinate and execute device refresh and replacement projects.

• Provision IT equipment, accounts, and system access for new starters.

• Execute offboarding procedures, including account deactivation, equipment recovery, and access removal.

• Provide remote hands and eyes support for server, network, and infrastructure teams.

• Assist with hardware installations, cable patching, rack and stack activities, and power cycling equipment.

• Coordinate with vendors and third-party support providers as required.

Qualifications

• Experience working with ServiceNow or similar ITSM platforms.

• Knowledge of ITIL-based service management processes.

• Strong understanding of Microsoft Windows Operating Systems.

• Experience supporting Microsoft 365 applications.

• Knowledge of desktop and laptop hardware troubleshooting.

• Basic understanding of networking concepts including TCP/IP, VPN, Wi‑Fi, and LAN connectivity.

• Familiarity with Active Directory, account administration, and access management.

Preferred Qualifications

• 2+ years of IT support experience in an enterprise environment.

• ITIL Foundation Certification.

• Microsoft certifications or equivalent technical qualifications.

• Experience supporting manufacturing, corporate, or enterprise environments.

Key Performance Indicators (KPIs)

• SLA compliance for incidents and service requests.

• Customer satisfaction and service quality.

• Device refresh completion rates.

• First-time fix and ticket resolution rates.

• Asset management accuracy.

• Timely onboarding and offboarding completion.

Reporting To: Regional LTS Lead

Work Location: Primarily based at customer sites within office and manufacturing environments, with occasional travel to a nearby satellite office located within the local area.

Employment Type: Full-Time Onsite Support Role