Desktop / Field Support Technician

Responsibilities:

• Provide deskside, OSS, and field service support for desktops, laptops, tablets, smartphones, telephony, AV equipment, and network-related devices.
• Install, configure, test, and troubleshoot computer systems, peripherals, and software within established standards.
• Diagnose and resolve technical issues across operating systems, applications, and hardware components.
• Perform OS imaging/reimaging and system administration tasks as required.
• Deliver 2nd line IT support ensuring resolution within defined SLAs.
• Manage and update support tickets, ensuring timely communication and resolution.
• Take ownership of technical issues from identification through to resolution.
• Categorize and prioritize service requests using ticketing systems.
• Provide regular updates to end users to maintain high levels of customer satisfaction.
• Support infrastructure administration activities and onsite IT operations.
• Assist with asset inventory management and equipment tracking.
• Perform equipment setup, movement, and installation following safety guidelines.
• Provide user training and guidance on hardware and software usage.
• Recommend and implement upgrades to end-user devices where necessary.
• Support remote offices and provide onsite coverage as required.
• Participate in both BAU support and project-based activities.
• Perform additional duties as assigned.

Qualifications:

• Relevant experience in desktop support, field support, or IT infrastructure support roles.
• Experience providing 2nd line IT support in enterprise environments.
• Familiarity with ticketing systems and SLA-driven support models.

Skills:

• Strong knowledge of desktop infrastructure including PCs, laptops, printers, mobile devices, and peripherals.
• Proficiency in Microsoft Windows (Windows 11 and legacy versions) and Microsoft 365 applications.
• Experience with Microsoft Teams, Google Workspace, and ServiceNow.
• Administration experience with Azure, Intune, and Active Directory (users, groups, policies).
• Basic understanding of LAN technologies and networking hardware.
• Ability to support video conferencing and AV equipment.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently and within a team environment.
• Strong customer service orientation and interpersonal skills.