Field Support Technician

Pay Range: $19.00hr - $24.00hr

Job Overview:

Our client is seeking a Field Support Technician to provide comprehensive technical support for a variety of hardware and software systems. The candidate will be responsible for maintaining high levels of customer satisfaction while diagnosing and resolving technical issues across desktops, mobile devices, and network peripherals.

Responsibilities:

The successful candidate will be required to provide Deskside, OSS, and FSO technical support for desktop PCs, laptops, tablets, smartphones, desk telephony, AV equipment, communications room devices, desk cabling, and software installation. The role involves providing a high level of customer satisfaction and maintaining strong verbal and written communication skills.

Support includes the specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The candidate will work self-sufficiently to perform fault diagnostics and deliver user requirements while maintaining standards and service level agreements (SLAs).

The candidate is responsible for accurately testing, identifying, preparing, repairing, resolving, and documenting end-user technical issues. This hands-on role provides second-line IT support to the business community, ensuring all requirements are met within agreed timelines. Customer ticketing systems are utilized to ensure timely delivery of service along with regular, professional, user-facing updates.

• Provide infrastructure administration functions.
• Provide on-site cover as part of a shift arrangement.
• Support operations in line with contracted business working hours.
• Provide site support in remote offices when required.
• Troubleshoot and resolve software issues, including OS imaging/reimaging and associated systems administration activities.
• Take ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end-user support requests and service requests by utilizing a ticketing system to track tickets and provide up-to-date status.
• Ensure regular customer interaction to adhere to update SLAs and high levels of customer service.
• Provide daily ticket updates to ensure users are fully informed.
• Move equipment associated with service requests in line with health and safety guidelines.
• Perform asset inventory activities as needed.
• Provide end-user training and guidance on the use of hardware and software.
• Recommend and perform upgrades to end-user devices.
• Work effectively in both business-as-usual (BAU) and project-based environments requiring flexibility and teamwork.
• Perform other duties as assigned.

Skills Required:

• Excellent skills in user IT infrastructure including desktops, laptops, printers, handhelds, and smartphones.
• Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, ServiceNow, and other common applications.
• Administration experience with Azure, Intune, and Microsoft Active Directory users, groups, policies, and management concepts.
• Strong verbal and written communication skills.
• Basic knowledge of LAN technologies and hardware.
• Ability to support video conferencing equipment technically.

Due to nature of job The candidate must have Ability to move equipment associated with service requests.