We are seeking a Field Services engineer with 4-7 years of onsite desktop support experience across office and factory environments. The role covers 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
● 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.
Skills Required
- 4–7 years of onsite desktop support experience
- Hands-on break/fix, deployment, and escalation support experience
- Experience supporting laptops, desktops, rugged factory devices, printers, handheld scanners, and conference room A/V systems
- Strong Windows troubleshooting skills
- Basic networking troubleshooting and diagnostics
- Experience with ITSM processes and tools
- Experience using SCCM, IT Shop, and Nexthink
- Incident management and root-cause analysis experience
- Ability to create and maintain SOPs, runbooks, and knowledge articles
What We Do
VALCE Talent Solutions is a recruitment agency and consulting firm specializing in IT talent acquisition and nearshoring, primarily in Mexico. They design customized solutions in IT talent and process optimization to help businesses scale intelligently and profitably. Their expertise focuses on specialized industries including Information Technology, Operations Management, and Supply Chain, providing end-to-end talent offerings to attract and retain top professional profiles.
