IT / Field Support Technician

Responsibilities:

• Test, identify, repair, resolve, and document end-user technical issues across desktops, laptops, printers, and smart devices (iPhone, iPad, PDAs).
• Perform break-fix support, troubleshoot software issues, and reimage systems and hard drives.
• Execute IMACD activities including installations, moves, additions, changes, and decommissioning.
• Perform data backup and restoration along with related system administration tasks.
• Provide hands-on support for Service Desk and Remote Desktop teams.
• Assist in incident and problem management, ensuring timely resolution.
• Take ownership of support issues through to closure.
• Categorize, prioritize, and track incidents and service requests using ticketing systems.
• Move and manage equipment related to escalated incidents and service requests.
• Conduct asset inventory and maintain hardware/software records.
• Recommend and perform system upgrades to ensure optimal performance and longevity.
• Coordinate with procurement for purchasing hardware and software.
• Maintain spare parts inventory and manage disposal processes.
• Support trade shows including setup, testing, training, logistics, and maintenance of equipment.
• Provide on-call support for high-priority incidents (P1 & P2) as required.
• Adhere to SLAs for ticket response and resolution.
• Troubleshoot basic networking issues including DHCP, DNS, IP addressing, and subnetting.
• Support wireless LAN, Ethernet, and desktop configuration issues.
• Provide technical support for events such as town halls, board meetings, and conferences.
• Deliver smart hands support for rack and stack of servers, storage, network, and firewall equipment.
• Support IDF/MDF operations including console access, UPS monitoring, cooling alerts, PDUs, and cabling.
• Coordinate with third-party vendors for complex or OEM-related issues.

Required Skills And Experience:

• 7 10 years of experience in field support or related IT roles.
• Strong experience with Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Proficiency in Microsoft Windows OS installation and troubleshooting; Mac OS experience is a plus.
• Knowledge of mobile operating systems including iOS, iPadOS, and Android.
• Strong break/fix experience with desktops, laptops, workstations, printers, and handheld devices.
• Broad IT knowledge including networking, servers, and telecommunications.
• Experience with ticketing systems and incident management processes.

Preferred Qualifications:

• Experience supporting collaboration tools such as Cisco, Avaya, Logitech, or Microsoft Teams Rooms.
• Familiarity with enterprise infrastructure environments and hardware support.

Soft Skills:

• Strong customer service skills with the ability to support diverse user groups.
• Excellent written and verbal communication skills.
• Detail-oriented and self-motivated.
• Ability to multitask and work under pressure.
• Strong organizational and problem-solving skills.
• Ability to work independently and as part of a team.
• Willingness to undergo background security checks.