• Field Services Support L2

    HTC Global Services Inc (Brooklyn, NY)


    Key Responsibilities

    + End-User & On-Site Support

    + Provide L2 on-site and remote support for desktops, laptops, and end-user devices.

    + Troubleshoot Windows 10/11 and basic macOS issues including OS errors, application failures, and performance problems.

    + Resolve hardware issues related to laptops, desktops, printers, scanners, docking stations, and peripherals.

    + Support user account-related issues including password resets, profile issues, and access requests.

    + Endpoint & Device Management

    + Support endpoint devices using Intune, SCCM, or similar tools for software deployment, patching, and compliance.

    + Assist with device imaging, re-imaging, and onboarding of new users.

    + Support device encryption (BitLocker/FileVault) and endpoint protection tools as per policy.

    + Hardware & Asset Support

    + Perform IMAC (Install, Move, Add, Change) activities at office locations.

    + Coordinate with OEM vendors for hardware repair, warranty, and replacements.

    + Maintain accurate asset inventory and tagging in ITSM/asset management tools.

    + Collaboration & Productivity Tools

    + Provide support for Microsoft 365 applications including Outlook, Teams, OneDrive, and Office apps.

    + Assist users with collaboration tools, printing, and basic audio/video conferencing setups.

    + Support meeting rooms and workplace IT equipment under guidance from L3 teams.

    + Incident, Request & Change Support

    + Handle escalated incidents and service requests from L1 within defined SLAs.

    + Document troubleshooting steps, resolutions, and updates in the ITSM tool.

    + Participate in minor field-related changes, upgrades, and rollout activities.

    + Documentation & Knowledge Contribution

    + Update and maintain knowledge base articles, SOPs, and user guides.

    + Follow standard operating procedures and security policies.

    + Share learnings and recurring issues with L3 teams for problem management.

    + Customer & Stakeholder Interaction

    + Provide professional and timely communication to end users.

    + Coordinate with site facilities and vendors for device setup and support needs.

    + Ensure high levels of customer satisfaction through quality service delivery.

    Required Technical Skills:

    + Strong experience in end-user support and field services.

    + Hands-on troubleshooting experience with:

    + Windows 10/11, basic macOS support

    + Desktop/Laptop hardware and peripherals

    + Experience with Active Directory, Azure AD (basic), and user access management.

    + Familiarity with Intune, SCCM, or similar endpoint management tools.

    + Knowledge of Microsoft 365 (Outlook, Teams, OneDrive).

    + Basic understanding of networking (LAN, Wi-Fi, VPN).

    + Awareness of endpoint security tools and policies.

    Experience & Qualification Requirements:

    + Experience: 4–7 years of end-user computing or field services support experience.

    + Certifications (preferred):

    + ITIL v4 Foundation

    + Microsoft Endpoint Administrator (MD-102) or equivalent

    + CompTIA A+ (optional)

    Behavioral Competencies:

    + Strong customer-service orientation.

    + Good troubleshooting and analytical skills.

    + Clear verbal and written communication.

    + Ability to work independently and as part of a team.

    + Willingness to learn and grow into advanced support roles.

    + Good time management and prioritization skills.

     

    What Makes HTC A Great Place To Build Your Future

     

    HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

     

    At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

     

    Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

     

    For information on the compensation range for the job and an overview on benefits that HTC Global Services offers please email [email protected]. The salary, other compensation and benefits information shared by HTC would be accurate as of the date of sharing the information. The disclosed range would consider factors not limited to, geographic location, educational qualification, relevant experience, certifications, skills, suitability/fit for the role, and business or organizational needs. HTC Global services reserves the right to modify the ranges at any time, subject to applicable law.

     

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