Job Title: The Field Engineer – End User Computing (EUC) Client: Agco Corporation

Location:
Breganza, Italy Contract: 1-year potential contract to long-term Rate: Market Range ROLE SUMMARY The Field Engineer – End User Computing (EUC) is a self-motivated IT field service specialist responsible for delivering enterprise-grade EUC and workplace services. The role covers onsite and in-person technical support, Tech Bar services, VIP user support, and end-to-end IMAC (Install Move Add Change) activities, supported by sound knowledge of modern workplace technologies, network services, and hosted server infrastructure. Reporting Line Service Delivery Coordinator (SDC)/ Service Delivery Manager (SDM) / escalation to Field Service Manager & EUC Operations Lead [KK1.1] The Field Engineer operates within complex, multi-vendor and multi-geographical environments and works closely with end business users, internal IT teams, OEM vendors, managed service partners, and site operations. The role contributes to workplace transformation initiatives, Industry 4.0 readiness, and continuous improvement of the end-user experience while ensuring strict adherence to security, audit, and regulatory frameworks, including operating effectively in Works Council–governed environments. PROFESSIONAL & OPERATIONAL EXPECTATIONS
- Ownership within the scope of the role, responsibilities, and established operating procedures.
- Operate effectively in regulated, multicultural, and multi-geo environments including Works Council jurisdictions.
- Partner with customers, senior stakeholders, vendors, OEMs, and service providers to ensure effective service delivery.
- Apply sound judgment in complex and high-impact operational scenarios while balancing business continuity, compliance, and risk.

KEY RESPONSIBILITIES
Customer Experience & Quality
- Deliver a consistently positive end-user experience through proactive and customer-focused EUC support.
- Contribute to Quality Assurance programs aimed at improving service quality, reducing incidents, and minimizing downtime.
- Support workplace transformation initiatives and modernization of EUC services.
- Identify opportunities for service improvement, automation, and operational efficiency. EUC Policies, Standards & Compliance
- Develop, maintain, and adhere to EUC policies, standards, and operating procedures.
- Ensure compliance with GDPR, PII, TISAX, ISO, and internal governance requirements.
- Follow approved endpoint configurations, security baselines, encryption standards, and EDR/AV policies. Desk-Side Operations & Technical Support
- Deploy, assemble, and troubleshoot desktops, laptops, and EUC peripherals.
- Resolve operating system, application, and device patching issues using Intune, SCCM or equivalent tools.
- Perform physical remediation actions to maintain antivirus and OS compliance for remote-inaccessible endpoints.
- Support collaboration and conference room technologies including Polycom, Cisco, Microsoft Teams Rooms, and Surface Hub.




- Coordinate with Facilities for priority issues involving non-network devices such as access control systems, CCTV, and sensors.
- Troubleshoot printer hardware issues, coordinate with printing vendors, and ensure consumable availability.
- Perform file restorations, backups, and recovery activities using onsite tape or backup systems where applicable.
- Archive user profiles, reclaim unused disk space, and perform routine health checks on shared or factory terminals.
- Maintain accurate ITSM records and ensure adherence to ITIL incident, request, and change management processes. EUC Device Management
- Manage the full lifecycle of desktops, laptops, mobile devices, rugged devices, and handhelds.
- Perform imaging, configuration, patching, BIOS/driver updates, troubleshooting, and compliance checks.
- Receive, configure, ship, track, and recover mobile devices, handhelds, and accessories.
- Maintain accurate asset records in ServiceNow/CMDB and ensure timely updates after moves, changes, or decommissioning. Field Support
- Provide onsite technical support for EUC repairs, replacements, upgrades, and preventive maintenance.
- Coordinate dispatch scheduling and technician allocation to meet defined SLAs and OLAs.
- Support authorized users across sites while ensuring a seamless and consistent experience. Printer & Peripheral Support
- Support local and network printers including color, black-and-white, and thermal printers.
- Support RF scanners, card readers, and specialty peripherals.
- Maintain printer environments and execute preventive maintenance plans. Walk-Up (Tech Bar) Support
- Operate Walk-Up / Tech Bar support channels for end-user how-to assistance and issue resolution.
- Provide device guidance and support for hybrid work users. Depot Services & Mail-In Support
- Manage depot and mail-in repair processes including intake, triage, RMA, and quality checks.
- Manage loaner issuance, return tracking, secure data wiping, and spare device inventories.
- Perform standard device swaps and support data backup and transfer activities. Installations, Moves, Adds, and Changes (IMAC)
- Validate and authorize IMAC requests and conduct site surveys for planning and execution.
- Ensure hardware, software, cabling, and network readiness prior to IMAC execution.
- Perform installations, de-installations, relocations, upgrades, and associated network connectivity tasks.
- Execute backup and restoration activities during IMACs and update CMDB and asset registers.
- Provide user orientation and confirm successful IMAC implementation. VIP Support
- Provide dedicated on-site VIP support with priority response and resolution (All on call, after hours,



or priority support activities will be scheduled and executed in accordance with local labor laws, Works Council agreements, and defined support rosters).
- Manage tickets on behalf of VIPs and provide proactive follow-ups and check-ins.
- Deliver personalized hardware and software support in executive offices and meeting spaces.
- Support home office setups and special executive events.
- Maintain strict confidentiality, discretion, and VIP-specific documentation.
- VIP support responsibilities will be assigned as part of an agreed support model and work allocation framework. Client Site IT Infrastructure – Hands & Feet Support
- Infrastructure hands and feet activities are limited to supervised, non intrusive support tasks, performed in coordination with designated infrastructure or vendor teams.
- Assist with cabling, rack mounting, patching, hardware validation, and physical connectivity.
- Set up KVM/console access for servers and network devices and assist remote teams.
- Maintain site documentation including rack layouts, AP inventories, and floor-wise diagrams.
- Support infrastructure-related changes and perform preventive maintenance. Documentation & Knowledge Management
- Create, maintain, and update SOPs, knowledge base articles, and site documentation.
- Promote knowledge sharing and standardization across support teams. Security, Safety & Compliance
- Adhere to security protocols, data protection standards, and site safety requirements.
- Enforce endpoint security controls and support secure device disposal. Audit, Compliance & Risk Management
- Participate in internal and external audits aligned with GDPR and ISO frameworks.
- Support CAPA execution, Site Risk Assessments, OFI implementation, and gap closure validation.
- Ensure continuous audit readiness across EUC and site services. Reporting & Continuous Improvement
- Track and report incident volumes, SLA performance, and recurring trends.
- Govern project IMACs and contribute to service improvement initiatives.
- Drive operational efficiencies through automation and best practices. QUALIFICATIONS & EXPERIENCE Required
- Bachelor’s degree in Engineering, Information Technology, or equivalent experience.
- Extensive experience (typically 1+3 years) in IT Field Services or End User Computing roles.
- Strong exposure to multi-site, multi-vendor, and regulated enterprise environments.
- Hands-on experience with Windows, macOS, mobile platforms, Microsoft 365, and ITSM tools.
- Experience with endpoint management platforms such as Intune, SCCM.
- Proven experience with IT audits, GDPR, ISO, and data protection regulations. Language & Culture Flexibility Native level capability in the local language, coupled with proficient English communication skills sufficient for effective collaboration, documentation, and cross functional engagement. Preferred(Not required)
- Experience supporting workplace transformation or Industry 4.0 initiatives.
- ITIL Foundation or equivalent certification.

📌 End User Support Specialist (Breganze)
🏢 Nityo Infotech
📍 Breganze