Usage of Conventional AI
Virtusa utilizes Artificial Intelligence (AI) technology for the purpose of conducting candidate pre-employment assessments. This AI may include both text-based and voice-based functionalities. The AI technology will have access to the data that you upload or provide during your interaction with the AI bot and will use such data solely for the purpose of performing assessment in accordance with Virtusa policies and practices. The AI is not used to substantially assist or replace discretionary employment decisions. Read our full employee privacy policy here.
Job description
Provide onsite Level 2 IT support to end users resolving incidents, service requests, and problem tickets assigned to Field Services assignment group
Troubleshoot and resolve issues related to system hardware, application software, and operating systems. Perform endpoint security remediations as assigned by Security
Experience in supporting end user and IT devices, such as Windows desktops and laptops, Apple devices (i.e MacBooks, iPads, etc.)Chromebox, Printers, Scanners, etc.
Provide hands and feet support for facility infrastructure network, systems admin, etc and onsite event support ie. board meetings
Coordinate with the central IT Service Desk to ensure adherence to SLAs and maintain high levels of customer satisfaction
Perform equipment setup for Moves , Adds, Changes MAC
Manage PC refresh and hardware asset lifecycle processes (imaging, configuration, deployment, reclamation), manage IT equipment delivery and IT asset inventory including computers, peripherals, and accessories
Conduct weekly inventory audits and submit stock report
Coordinate with vendors for RMAs and troubleshooting of hardware software issues
Experience in management of a technical team
Mentor team members as their reporting manager
Required Skills
Education Bachelor degree in IT, Computer Science, or related field and or equivalent work experience
7 to10 years experience in IT field services or deskside support with proven management experience
CompTIA A+ certification
Understanding of ITIL framework
Understanding of IT technologies
Experience managing an Infrastructure or customer-facing support eg Desk side services
Experience working with technology vendors
Proficient in Microsoft Office tools, including Excel and Powerpoint
Excellent verbal, written and presentation skills
Proven success in managing IT projects
Ability to handle multiple projects and assignments
Proven ability to thrive in a fast paced, dynamic environment..
Qualification
Job Summary:
Virtusa is seeking a Field Services Lead to deliver reliable on-site IT support services across client facilities. The role involves providing Level 2+ IT support, managing field service activities, and ensuring the operational readiness of client end-user and facility production IT devices. The Field Services Lead will also manage and mentor Field Services team members in both on-site and remote capacities.
Key Responsibilities:
Provide on-site Level 2 IT support to end-users, resolving incidents, service requests, and problem tickets.
Troubleshoot and resolve issues related to system hardware, application software, and operating systems; perform endpoint security remediations as assigned.
Support end-user and IT devices including Windows desktops/laptops, Apple devices (MacBooks, iPads), Chromebox, printers, scanners, and other peripherals.
Provide hands-on support for facility infrastructure, network, systems administration, and onsite event support (e.g., board meetings).
Coordinate with the central IT Service Desk to ensure SLA adherence and maintain high customer satisfaction.
Perform Moves, Adds, Changes (MAC) including equipment setup for end-users.
Manage PC refresh and hardware asset lifecycle processes (imaging, configuration, deployment, reclamation), IT equipment delivery, and IT asset inventory.
Conduct weekly inventory audits and submit stock reports.
Coordinate with vendors for RMAs and troubleshooting of hardware/software issues.
Lead and mentor Field Services team members, providing guidance and performance management.
Oversee multiple IT projects, ensuring timely delivery and adherence to standards.
Required Skills & Qualifications:
7–10 years of experience in IT field services or deskside support, with proven management experience.
CompTIA A+ certification.
Strong understanding of ITIL framework and IT technologies.
Experience managing infrastructure or customer-facing support teams (e.g., desk-side services).
Experience working with technology vendors.
Proficient in Microsoft Office tools, including Excel and PowerPoint.
Excellent verbal, written, and presentation skills.
Proven success in managing IT projects and handling multiple assignments.
Ability to thrive in a fast-paced, dynamic environment.
Key job details
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 30,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
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