Desktop / Field Support Technician

• Responsible for providing deskside and field IT support for end-user devices, including desktops, laptops, mobile devices, printers, telephony, and AV equipment while ensuring high-quality customer service and SLA adherence.

Requirement/Must Have:

• Strong technical support experience in desktop and end-user computing environments.
• Experience supporting Windows 11 and legacy Windows operating systems.
• Experience with Microsoft Office 365, Teams, and common enterprise applications.
• Experience with ServiceNow or similar ticketing systems.
• Basic understanding of LAN technologies and network hardware.
• Strong communication skills,

Experience:

• Experience supporting desktops, laptops, tablets, smartphones, printers, and peripheral devices.
• Experience with OS imaging and reimaging activities.
• Experience troubleshooting software, hardware, and operating system issues.
• Experience supporting AV equipment and video conferencing systems.
• Experience performing asset inventory and IT equipment tracking activities.
• Experience providing 2nd line IT support in BAU and project environments.
• Experience working in onsite support or field support roles.
• Experience with Microsoft Azure, Intune, and Active Directory administration preferred.

Responsibilities:

• Provide deskside and onsite technical support for end-user IT equipment.
• Install, configure, test, and maintain desktop systems and peripherals.
• Diagnose and resolve hardware, software, and network connectivity issues.
• Perform OS imaging, reimaging, and system configuration tasks.
• Manage and resolve service desk tickets within defined SLAs.
• Provide regular status updates and communicate effectively with end users.
• Perform asset inventory and equipment tracking activities.
• Move and install IT equipment following health and safety guidelines.
• Provide user training and guidance on hardware and software usage.
• Support AV equipment, video conferencing systems, and telecom devices.
• Assist with infrastructure administration tasks as required.
• Provide support across onsite and remote office locations when needed.
• Ensure proper documentation of all incidents and service requests.

Should Have:

• Strong troubleshooting and problem-solving skills.
• Strong customer service and communication skills.
• Ability to work independently and in team environments.
• Flexibility to support BAU and project-based work.

Skills:

• Windows 11 and legacy Windows OS.
• Microsoft Office 365 and Teams.
• ServiceNow ticketing system.
• Active Directory, Azure, and Intune.
• Desktop and end-user device support.
• OS imaging and reimaging.
• Printer, AV, and telephony support.
• LAN and basic networking concepts.

Qualification And Education:

• Bachelor s degree or equivalent IT support experience preferred.