Desktop / Field Support Technician

Responsibilities:

• Provide deskside, OSS, and field support for desktops, laptops, tablets, smartphones, telephony, AV equipment, and network devices.
• Install, configure, test, and support computer systems and peripherals in accordance with established standards.
• Diagnose and resolve hardware, software, and operating system issues, including non-recurring and complex problems.
• Perform OS imaging/re-imaging and system administration activities.
• Deliver 2nd line IT support ensuring adherence to SLAs and service quality standards.
• Manage and resolve support tickets using a ticketing system, ensuring timely updates and communication with users.
• Troubleshoot network connectivity issues and support LAN-related technologies.
• Provide on-site support across primary and remote office locations as required.
• Maintain infrastructure support functions including comms room activities, cabling, and patching.
• Conduct asset inventory management and equipment tracking.
• Move and install IT equipment in compliance with health and safety guidelines.
• Provide end-user training and guidance on hardware and software usage.
• Recommend and implement upgrades for end-user devices.
• Collaborate in BAU and project-based environments requiring flexibility and teamwork.
• Maintain high levels of customer satisfaction through effective communication and service delivery.

Skills:

• Strong expertise in end-user IT infrastructure including desktops, laptops, printers, handheld devices, and smartphones.
• Proficiency in Microsoft Windows 10/11, Office 365, Microsoft Teams, Google applications, and ServiceNow.
• Experience with Azure, Microsoft Intune, and Active Directory (user/group management and policies).
• Knowledge of LAN technologies, basic networking hardware, and troubleshooting.
• Ability to support video conferencing and AV equipment.
• Strong troubleshooting, diagnostic, and problem-solving skills.
• Excellent verbal and written communication skills.

Education/Experience:

• Relevant experience in desktop/field support or IT infrastructure support roles.
• Experience providing 2nd line IT support in enterprise environments preferred.

Additional Requirements:

• Ability to work in shift-based environments and provide onsite support.
• Willingness to travel to remote office locations as needed.
• Ability to lift and move IT equipment safely.