Field Support Technician
About The Position
The Field Support Technician provides deskside, OSS, and FSO technical support for end-user devices and related technologies, including desktop PCs, laptops, tablets, smartphones, desk telephony, audiovisual equipment, communications-room devices and activities, cabling, software installation, and troubleshooting. The role delivers second-line IT support to the business community, meeting agreed service-level agreements and maintaining customer satisfaction through professional, regular communication. The technician diagnoses and resolves hardware, software, operating-system, and connectivity issues; supports system specification, installation, testing, imaging, and reimaging; and performs related infrastructure administration. The position works on-site as part of a shift arrangement, supports remote offices when required, and provides service during contracted business hours. The technician also manages and updates service tickets, maintains equipment inventory, provides user training, recommends device upgrades, and contributes to business-as-usual and project work.
Requirements
- Excellent skills supporting user IT infrastructure, including desktops, laptops, printers, handheld devices, and smartphones.
- Strong technical skills with Microsoft Windows 11 and legacy versions, Office 365, Teams, Google, ServiceNow, and other enterprise applications.
- Administration experience with Azure, Intune, and Microsoft Active Directory users, groups, policies, and management concepts.
- Strong verbal and written communication skills.
- Basic working knowledge of LAN technologies and hardware.
- Ability to provide technical support for video-conferencing equipment.
Responsibilities
- Provide deskside, OSS, and FSO technical support for desktop PCs, laptops, tablets, smartphones, desk telephony, AV equipment, communications-room devices and activities, desk cabling, software installation, and troubleshooting.
- Support the specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
- Diagnose and resolve unique, non-recurring problems involving application software and operating systems.
- Perform fault diagnostics and deliver user requirements while maintaining standards and service-level agreements.
- Test, identify, prepare, repair, resolve, and document end-user technical issues involving computers, thin clients, mobile devices, desk equipment, cabling, communications patching, printers, multifunction devices, and basic network connectivity.
- Provide second-line IT support and ensure requirements are met within agreed service-level agreements.
- Work customer tickets to deliver timely service and provide regular, professional updates to users.
- Provide infrastructure administration functions.
- Provide on-site coverage as part of a shift arrangement, support remote offices when required, and deliver support during contracted business hours.
- Troubleshoot and resolve software issues, including OS imaging and reimaging and related systems administration activities.
- Own appropriate requests through to resolution.
- Categorize and prioritize end-user support and service requests in a ticketing system, tracking tickets and maintaining current status information.
- Provide regular customer interaction and daily ticket updates to meet update SLAs and keep users informed.
- Move equipment associated with service requests in accordance with health and safety guidelines.
- Perform asset inventory activities as needed.
- Provide end-user training and guidance on hardware and software.
- Recommend and perform upgrades to end-user devices.
- Work flexibly and collaboratively in business-as-usual and project-based environments.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
