Field Support Technician

• We are seeking a Field Support Technician to provide deskside and onsite technical support for end-user devices and IT infrastructure.
• This role involves diagnosing and resolving hardware and software issues, supporting IT operations, and ensuring high levels of customer satisfaction through effective communication and timely service delivery.

Responsibilities:

• Provide deskside and onsite technical support for desktops, laptops, tablets, smartphones, telephony, AV equipment, and related technologies.
• Install, configure, test, and maintain computer systems and peripherals within established standards.
• Diagnose and resolve technical issues related to operating systems, applications, and hardware.
• Perform fault diagnostics and deliver user requirements while maintaining service standards and SLAs.
• Test, identify, repair, and document end-user technical issues.
• Provide second-line IT support ensuring all service requirements are met within agreed timelines.
• Manage and update customer tickets to ensure timely resolution and communication.
• Perform infrastructure administration and provide onsite support as required.
• Support remote offices when needed.
• Troubleshoot software issues and perform OS imaging and reimaging.
• Take ownership of issues through to resolution.
• Categorize and prioritize support requests using a ticketing system.
• Ensure regular communication with users to maintain high service levels.
• Perform equipment movement in line with health and safety guidelines.
• Conduct asset inventory activities as required.
• Provide end-user training and guidance on hardware and software usage.
• Recommend and perform upgrades to end-user devices.
• Work in both business-as-usual and project-based environments.
• Perform other duties as assigned.

Skills:

• Strong knowledge of user IT infrastructure including desktops, laptops, printers, handheld devices, and smartphones.
• Expertise in Microsoft Windows environments and enterprise applications.
• Experience with Office 365, collaboration tools, and enterprise applications.
• Administration experience with Azure, Intune, and Active Directory including users, groups, and policies.
• Understanding of LAN technologies and related hardware.
• Ability to support video conferencing equipment.
• Strong communication skills and/or local language.

Qualification And Education:

• Relevant technical education or equivalent work experience in IT support or related field.