Field Support Technician

Responsibilities:

• Manage SLA reporting, adherence, and contract compliance for support services.
• Plan and manage shift schedules, including on-call rotations.
• Monitor team productivity and support training and development initiatives.
• Ensure compliance with security policies and standards.
• Maintain adequate inventory levels across supported locations.
• Ensure timely resolution of service requests and incidents within defined SLAs.
• Plan and execute move requests and project-related activities.
• Install and configure desktops, laptops, mobile devices, and associated peripherals and software.
• Perform break-fix support, desk-side support, IMACD activities, data migrations, system refreshes, and health checks.
• Execute onsite updates, configuration changes, and software installations.
• Provide hands-on technical support to end users at their desk locations.
• Identify potential issues impacting end-user experience and implement preventive measures.
• Manage ticket queues, track progress, and ensure timely closure of support tickets.
• Coordinate with hardware vendors for warranty repairs and replacements.
• Perform security and compliance tasks including access reviews, risk assessments, and control verifications.
• Collaborate with Level 3 support teams and project teams for system enhancements and upgrades.
• Provide IT support for events, meetings, and site setups including AV coordination.
• Support disaster recovery efforts and respond to emergency situations at local sites.
• Provide on-call support outside business hours on a rotational basis.

Required Skills And Experience:

• 4 7 years of experience in onsite or field technical support roles.
• Strong experience supporting Windows operating systems and Microsoft Office Suite.
• Knowledge of VPN, network printing, laptops, desktops, and mobile device support.
• Experience with ticketing systems and SLA-driven support environments.
• Ability to install, configure, and troubleshoot a wide range of applications.
• Strong analytical and problem-solving skills.
• Experience working in diverse technical environments.

Preferred Qualifications:

• CompTIA A+ or equivalent certification.
• Experience coordinating with vendors and third-party support teams.
• Willingness to travel to remote or multiple locations.

Soft Skills:

• Excellent customer service and communication skills.
• Strong organizational and multitasking abilities.
• Ability to work independently and lead support activities.
• Proactive and solution-oriented mindset.
• Flexibility to handle dynamic work environments and schedules.
• Ability to lift up to 30 lbs and perform physical support tasks.