IT Depot & Field Support Engineer

Role Summary / Job Purpose

The IT Field Services & Depot Support Engineer provides hands-on L1/L2 end-user computing and onsite IT support across customer locations in Philippines, while also supporting the assigned IT depot. The engineer is expected to undertake customer-site visits and travel between locations when assigned, including during periods of lower depot activity. Depot work remains part of the role and will be assigned and prioritized by the Depot Operations team.

The engineer will report to the designated Depot Lead/Depot Operations Manager for work allocation and operational prioritization. The Depot team will assign and coordinate depot tasks and may also allocate field-service work in line with customer requirements, skills, travel feasibility, working hours, safety requirements and applicable company policies. The role requires flexibility to switch between depot and field assignments as business demand changes.

Key Responsibilities

Depot Management

a. Depot & Warehouse Operations

i. Perform inbound, inspection, put-away, picking, packing, dispatch, returns and reverse logistics activities.

ii. Maintain organized storage, housekeeping, stock segregation and site security.

iii. Process depot tasks within SLAs, support inventory reconciliation and ensure dispatch accuracy.

b. Asset Management, WMS & Chain of Custody

i. Maintain accurate WMS, asset records and inventory transactions.

ii. Verify serial numbers, asset tags and documentation during asset movements.

iii. Ensure asset security, traceability and authorized stock adjustments; report discrepancies promptly.

c. Technical Services & Device Quality

i. Perform diagnostics, basic repairs, upgrades, imaging, configuration and functional testing.

ii. Complete device readiness checks, authorized data wiping, warranty/RMA and refresh activities.

iii. Follow customer SOPs, security, safety and data-protection requirements.

d. Logistics, Reporting & Customer Coordination

i. Coordinate shipments, courier activities, tracking and documentation.

ii. Maintain accurate tickets, work orders, asset records and operational reports.

iii. Coordinate with internal teams, customers and vendors; escalate exceptions and SLA risks.

Field Services

a. On-Site Support

i. Travel to customer sites across Philippines as required for onsite service delivery.

ii. Provide L1/L2 end-user support, including device deployment, installation, refresh, replacement and break/fix.

iii. Perform IMAC activities, including device collection, swaps, configuration and user handover.

iv. Troubleshoot hardware, software, peripherals and basic connectivity issues within agreed SLAs.

v. Perform device imaging, provisioning, testing and readiness checks.

vi. Manage onsite asset collection, tagging, inventory verification and return-to-depot with proper chain of

custody.

vii. Coordinate site visits, customer appointments, access arrangements and user communications.

viii. Maintain accurate ServiceNow records, including work performed, asset details and visit outcomes.

ix. Ensure professional customer interaction and timely escalation of service issues and SLA risks.

x. Support project rollouts, bulk deployments, device refreshes and other authorized field assignments.

b. Work Allocation, Availability & Travel

i. Accept work assignments and daily priorities from the Depot Operations team/designated Depot Lead, including both depot tasks and field-service visits.

ii. Remain available for field assignments and be prepared to travel to customer or other designated sites across Philippines, subject to reasonable notice, operational requirements and applicable company policy.

iii. When field demand is low or no site visit is scheduled, complete depot, inventory, staging, technical preparation, reporting, training or other assigned operational tasks.

iv. Follow the approved work schedule, travel/expense process, customer-site access instructions and check-in/check-out requirements.

v. Promptly notify the assigned lead of travel constraints, delays, safety concerns, customer cancellations or circumstances that may affect an assignment.

vi. Do not independently change customer appointments or leave depot coverage uncoordinated; clarify priorities with the Depot Lead when assignments conflict.

Required Skills & Competencies

- Practical L1/L2 EUC support skills across laptops/desktops, Windows, peripherals, standard applications and basic network connectivity.

- Ability to install, configure, test and replace end-user devices and peripherals at customer sites.

- Strong customer service, communication, documentation and issue-escalation skills.

- Ability to work independently at customer locations while following documented procedures and security requirements.

- Good inventory discipline, asset-handling practices and attention to serial-number and handover accuracy.

- Flexibility to work across field and depot assignments and willingness to travel regularly within Philippines

Tools / Systems / Technical Knowledge

ServiceNow or similar ticketing platform; WMS and asset/CMDB tools; endpoint imaging and deployment utilities; Microsoft 365; barcode scanners and labelling tools; basic network diagnostics; and approved data-wiping tools where required.

Problem-Solving Complexity

Handles routine to moderately complex endpoint incidents, onsite deployment and collection issues, WMS exceptions, inventory variances, shipment discrepancies and customer-site operating challenges. Escalates risks and unresolved issues promptly.

Education & Certification Requirements

Diploma or bachelor’s degree in IT, Computer Science or a related discipline, or equivalent practical experience. ITIL Foundation, CompTIA A+, Microsoft endpoint qualifications or comparable certifications are preferred.

Experience Requirements

Minimum 2 years of relevant experience in IT support, field services, depot services, IT asset lifecycle operations or a combination of these. Experience with onsite customer support, endpoint deployment, inventory custody and independent site operations is advantageous.