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Field Services Lead Engineer
Job description
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+ support, managing IT field service activities, and ensuring operational readiness of client end-user and facility production IT devices. The Field Services Lead will also manage, mentor, and guide Field Services team members both on-site and remotely.
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 by Security.
Support end-user and IT devices, including Windows desktops/laptops, Apple devices (MacBooks, iPads, etc.), 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 central IT Service Desk to ensure SLA adherence and maintain high customer satisfaction levels.
Perform Moves, Adds, Changes (MAC) including equipment setup for end-users.
Manage PC refresh and hardware asset lifecycle processes (imaging, configuration, deployment, reclamation); oversee IT equipment delivery and inventory.
Conduct weekly inventory audits and submit stock reports.
Coordinate with vendors for RMAs and troubleshoot hardware/software issues.
Manage and mentor technical team members, acting as their reporting manager.
Ensure successful completion of IT projects and initiatives.
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 an infrastructure or customer-facing support team (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 ability to handle multiple projects and 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+ support, managing IT field service activities, and ensuring operational readiness of client end-user and facility production IT devices. The Field Services Lead will also manage, mentor, and guide Field Services team members both on-site and remotely.
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 by Security.
Support end-user and IT devices, including Windows desktops/laptops, Apple devices (MacBooks, iPads, etc.), 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 central IT Service Desk to ensure SLA adherence and maintain high customer satisfaction levels.
Perform Moves, Adds, Changes (MAC) including equipment setup for end-users.
Manage PC refresh and hardware asset lifecycle processes (imaging, configuration, deployment, reclamation); oversee IT equipment delivery and inventory.
Conduct weekly inventory audits and submit stock reports.
Coordinate with vendors for RMAs and troubleshoot hardware/software issues.
Manage and mentor technical team members, acting as their reporting manager.
Ensure successful completion of IT projects and initiatives.
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 an infrastructure or customer-facing support team (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 ability to handle multiple projects and 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 27,000 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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