HTC Global Services · 1 day ago
Field Services Support L2
Brooklyn, NY
Full-time
Hybrid
Mid, Senior Level
4+ years expHTC Global Services is seeking a Field Services Support L2 professional to provide on-site and remote support for desktops, laptops, and end-user devices. The role involves troubleshooting technical issues, managing endpoint devices, and ensuring high levels of customer satisfaction through effective service delivery.
Information TechnologyInsuranceSoftware
Responsibilities
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
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
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
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
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
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
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
Qualification
Required
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: 4–7 years of end-user computing or field services support experience
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
Preferred
ITIL v4 Foundation
Microsoft Endpoint Administrator (MD-102) or equivalent
CompTIA A+ (optional)
Benefits
Group Health (Medical, Dental, and Vision)
Paid Time Off
Paid Holidays
401(k) matching
Group Life and Disability insurance
Professional Development opportunities
Wellness programs
A variety of other perks
Company
HTC Global Services
HTC Global Services Inc., is a global provider of Information Technology and Business Process Services and Solutions.
10001+ employees
H1B Sponsorship
HTC Global Services has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (361)
2024 (367)
2023 (440)
2022 (314)
2021 (227)
2020 (438)
Funding
Current Stage
Late StageTotal Funding
$1.2MKey Investors
Michigan Economic Development Corporation
2024-12-10Grant· $1.2M
Leadership Team
Gunasekaran Nadar
CHIEF FINANCIAL OFFICER
Girish Arora
Vice President, Financial Services and Insurance
Recent News
Company data provided by crunchbase