Field Service Engineer Job at Alter Domus (Nanjing)

Job Description

As Field Service Engineer (FSE), You will be responsible providing hands-on technical support for laptops, mobile devices, and peripherals, including imaging, hardware diagnostics, inventory management, on windows-based systems as well as Mac system troubleshooting to end users. This role blends technical expertise with customer-facing communication skills, ensuring reliable service delivery and maintaining customer satisfaction.

Job Responsibility

Prepare, configure and deliver laptops, peripherals and standard workplace equipment to end users as part of joiner, mover and leaver processes
Perform device imaging, provisioning and deployment using tools such as Microsoft Intune or Autopilot, following agreed procedures and standard configurations
Provide on-site hardware and software troubleshooting for standard workplace issues, including laptops, docking stations, monitors, keyboards, mice, headsets, printers and meeting room equipment
Support device swap, repair coordination and reimaging activities, ensuring continuity of service for end users with minimal disruption
Schedule and conduct user handovers professionally, providing basic orientation on new equipment and escalating non-standard or complex issues when required
Conduct user acceptance testing upon completion of installations or repairs, obtaining sign-off in accordance with agreed procedures
Manage loan devices, maintain stockroom accuracy and report discrepancies to the relevant team in a timely manner
Update and maintain asset records and inventory data in the ticketing toolset, ensuring accuracy at every stage of the device lifecycle
Support logistics activities including receiving, unpacking, verifying and assembling equipment, as well as coordinating returns and faulty device dispatch for warranty or depot repair
Prepare devices for reuse or disposal, including supporting data wiping procedures and coordinating device packaging and shipment in line with agreed processes
Act as on-site remote hands at assigned locations, supporting infrastructure and network teams where specialised expertise is not available locally. This includes power cycling equipment, running basic diagnostics, confirming network connectivity, performing visual inspections and assisting with basic rack and stack operations where required
Availability to support activities outside standard business hours, including weekends, may be required with prior notice — particularly in the context of infrastructure maintenance windows, switch upgrades, disaster recovery or business continuity exercises

Requirements

Basic working knowledge of Windows 11 and Microsoft 365 in an end-user support context
Familiarity with device provisioning concepts, preferably using Microsoft Intune or Autopilot
Basic understanding of hardware troubleshooting for laptops, desktops and common peripherals
Basic awareness of asset management principles, inventory processes and data protection requirements
Experience using a ticketing tool such as ServiceNow, Remedy, Jira Service Management or equivalent
Ability to follow documented procedures accurately and update records consistently
Strong communication skills with professional, user-facing manner and a customer-first approach
Organised and reliable, with the ability to manage concurrent tasks and prioritise workload effectively
Compliance with safety protocols and quality standards is always expected, as this role acts as the on-site representative of the company's technology and service standards

Nice to have

ITIL Foundation, CompTIA A+, Microsoft Fundamentals or equivalent vendor hardware certification
Experience supporting Mac OS environments
English is required. Knowledge of the local language of the assigned site is an advantage and may be required depending on location

What we offer

Support for professional accreditations such as ACCA and study leave
Flexible arrangements, generous holidays, plus an additional day off for your birthday
Continuous mentoring along your career progression
Active sports, events and social committees across our offices
24/7 support available from our Employee Assistance Program
The opportunity to invest in our growth and success through our Employee Share Plan
Plus additional local benefits depending on your location

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