EUS Field Service Engineer

Job Title: EUS Field Service Engineer

Location: Houston TX (Onsite)

The Deskside Support Technician provides hands-on in-person technical support to end users at the corporate headquarters. This role serves as the primary onsite resolver for hardware software and connectivity incidents that cannot be resolved remotely and acts as a key contributor to Field Services quality and the overall employee experience at HQ.

KEY RESPONSIBILITIES

Provide L2/L3 deskside support for hardware software OS and peripheral issues across Windows and macOS environments.

Manage and resolve escalated tickets from the service desk within defined SLA/SLO targets; ensure accurate ticket hygiene and knowledge base (KB) updates.

Execute device lifecycle activities - imaging configuration deployment refresh and decommission - aligned to zero-touch enrollment (ZTE) principles using Microsoft Intune and/or Jamf.

Support onboarding and offboarding (JML) processes for HQ-based employees including device provisioning and account readiness.

Perform break-fix and warranty coordination for end-user hardware (laptops desktops peripherals monitors mobile devices).

Administer and troubleshoot M365 applications (Outlook Teams OneDrive SharePoint) and collaborate with the Desktop Engineering team on policy and configuration issues.

Maintain asset inventory accuracy within the ITSM platform; enforce asset tagging and audit compliance.

Proactively identify recurring issues and contribute root cause findings to Problem Management.

Support patch compliance and endpoint security posture in coordination with the Desktop Engineering team.

Contribute to continual service improvement (CSI) initiatives and document resolutions for reuse across the knowledge base.

White Glove / Executive Support

Provide dedicated high-priority technology support to C-suite VP-level and designated VIP users; proactively anticipate needs before issues arise.

Own the full device lifecycle for executive population - pre-staging configuration deployment and refresh - with zero-impact delivery.

Serve as the named point of escalation and white glove contact for EUS at HQ; maintain discretion and professionalism at all times.

Conduct proactive device health checks and environmental sweeps for executive offices and high-use collaboration spaces.

Coordinate closely with Executive Assistants and Chiefs of Staff to align around travel events and tech readiness.

Audiovisual (AV) Support

Manage and support all AV infrastructure across HQ - conference rooms boardrooms all-hands spaces and huddle rooms (video walls projectors display systems microphone/speaker arrays room control panels).

Provide hands-on support and pre-event readiness checks for town halls board meetings executive briefings and large-format events.

Administer and troubleshoot Microsoft Teams Rooms (MTR) Zoom Rooms Cisco Webex and associated hardware (Poly Logitech Crestron Extron Biamp).

Maintain AV system documentation cable management standards and room configuration records; manage vendor escalations for AV break-fix.

Partner with Facilities and IT Infrastructure on AV project deployments and room refresh initiatives.

Monitor AV room health proactively using room management platforms (e.g. Logitech Sync DTEN or equivalent).

REQUIRED SKILLS & EXPERIENCE

4 years in an enterprise IT support role with demonstrated experience supporting senior stakeholders or executive populations.

Strong AV system knowledge: Microsoft Teams Rooms Zoom Rooms Webex and associated hardware platforms (Poly Logitech Crestron or equivalent).

Strong working knowledge of Windows 10/11 macOS and Active Directory / Azure AD / Entra ID.

Hands-on experience with Microsoft Intune (Autopilot compliance policies app deployment) and/or Jamf.

Proficiency in M365 application support and administration basics.

ITSM tool experience (ServiceNow Remedy or equivalent); strong ticket documentation discipline.

Solid hardware troubleshooting skills across Dell HP Lenovo Apple device families AV Hardware.

Customer-focused mindset with professional communication skills suited to an executive environment.

Ability to work independently prioritize concurrent incidents and manage time effectively in a fast-paced HQ setting.

PREFERRED QUALIFICATIONS

Microsoft Certified: Modern Desktop Administrator Associate or equivalent.

ITIL Foundation certification.

Experience with DEX or observability tooling (e.g. SysTrack Nexthink or similar).

Familiarity with PowerShell scripting for endpoint automation and diagnostics.

Experience supporting VDI/AVD environments.

SUCCESS METRICS

SLA compliance (First Contact Resolution Mean Time to Resolve) consistently at or above target.

User satisfaction (CSAT/XLA) scores at or above account benchmark.

Ticket quality and KB contribution rate meeting EUS Quality & Excellence standards.

Asset inventory accuracy maintained at 98%.