Field Services Engineer

Location: Mountain View, CA
Work Mode: 100% Onsite
Experience: 9+ Years

Job Summary

We are seeking an experienced Field Services Engineer to provide onsite Audio/Visual (AV) and End-User Computing (EUC) support. The ideal candidate should have strong hands-on experience supporting macOS and Windows devices, conference room AV systems, video conferencing, and executive-level meetings.

The role involves configuring, troubleshooting, and maintaining AV equipment, providing technical support to end users, managing ServiceNow tickets, and ensuring smooth technology operations.

Key Responsibilities

Audio/Visual (AV) Support

• Provide AV and video conferencing support for conference rooms and business meetings.

• Configure, install, test, troubleshoot, and maintain AV systems.

• Independently manage critical executive- and director-level meetings.

• Handle urgent AV support requests from senior management and other business users.

• Support IP phones, conference calls, and video conferencing systems.

• Configure iPads for conference room calendar integration.

• Perform regular checks of conference room AV devices.

• Support vendors during new AV equipment installations and troubleshooting.

• Operate and support AV devices, including Neat Boards, Neat Pads, and Neat Bars.

• Coordinate with remote and onsite technicians to resolve AV issues.

End-User Computing (EUC) Support

• Provide technical support for desktops, laptops, Mac devices, Windows systems, tablets, thin clients, mobile devices, and peripherals.

• Install, configure, update, and troubleshoot hardware and software.

• Diagnose and resolve PC and macOS hardware and software issues.

• Manage IT peripherals and laptop inventory, including audits and disposal.

• Respond to user inquiries and provide support through the Tech Lounge.

• Provide hands-and-feet support to network, server, and conferencing teams.

• Resolve incidents and service requests within defined SLAs.

• Document technical issues and recommend process improvements.

Required Skills & Qualifications

• Strong hands-on experience with macOS and Windows support.

• Minimum 2 years of macOS support experience in an enterprise environment.

• Experience with Jamf, Microsoft Intune, and Okta.

• Knowledge of Zscaler and GlobalProtect VPN.

• Experience supporting AV and video conferencing systems.

• Familiarity with Neat Boards, Neat Pads, and Neat Bars.

• Experience with ServiceNow ticketing and incident management.

• Knowledge of networking concepts, including VPN, TCP/IP, routing, ports, and network troubleshooting.

• Strong hardware and software troubleshooting skills.

• Excellent communication, analytical, and customer service skills.

Additional Requirements

• Ability to provide onsite support for executive meetings, corporate events, and conference rooms.

• Strong problem-solving skills and a customer-focused approach.

• Willingness to continuously learn and stay updated with the latest technologies.

• Background verification must be successfully cleared before the start date.