IT Field Operations Support Specialist

Position Overview

The Support Specialist is responsible for providing advanced technical support, hardware lifecycle management and onsite IT service delivery across regional locations. This hybrid role combines Level 1.5 (Remote Desktop Support), Level 2, troubleshooting, field service operations and end-to-end hardware asset management. The specialist ensures that the IT infrastructure and devices are deployed, maintained and retired efficielntly supporting global standards while delivering exceptional end-user experience.

What you will do

• Remote Desktop Support (Level 1)
• Provide remote assistance to end users via tools such as Microsoft Endpoint Manager, Intune, TemViewer or similar remote desktop plattforms.
• Troubleshoot and resolve software issues, configuration errors and account problems that do not require onsite intervention.
• Support incident triage, initial diagnostics and ticket routing for efficient resolution by Level 2 or specialized teams.
• Guide users through self-help and troubleshooting and knowledge -base resources to resolve common issues.
• Ensure accurate documentation of all remote support activities and maintain high first-contact resolution rate
• Technical and On - Site Support (Level 2)
• Provide On-Site and remote technical support for hardware, software and network-related issues.
• Diagnose and resolve incidents involving desktops, laptops and mobile devices, printers and peripherals.
• Perform system installations, imaging, configurations and upgrades for end-user equipment.
• Collaborate with Global IT Teams to escalate and resolve complex issues.
• Maintain and update local documentation, FAQs and technical guides.
• Hardware Asset Management (HAM)
• Manage the full lifecycle of hardware assets - from procurement to deployment, maintenance and retirement.
• Use asset management tolls (e.g., ServiceNow, Intune, JAMF) to ensure accurate asset tracking and reporting.
• Conduct physical inventory checks, reconciliation and audits to maintain data accuracy.
• Oversee secure disposal or return of decommissioned equipment in compliance with company policy and data security regulations.
• Generate and analyze reports on hardware usage, refresh cycles and compliance
• Field Services Operations (FSO)
• Serve as the primary point of contact for onsite IT support across the assigned region.
• Coordinate with vendors and logistics providers for device deliveries for device deliveries, repairs and returns.
• Ensure consistent implementation of global IT and security standards at all regional sites.
• On-Call and Emergency Support
• Participate in an on-call rotation to provide after-hours support for critical incidents or outages.
• Respond promptly to high-priority service affecting end users or site operations.
• Travel on-site when necessary to assist with urgent repairs, equipment replacements or infrastructure recovery.
• Collaborate with global support teams and vendors to restore service continuity in the shortest possible time.
• Maintain detailed incident documentation and support post-incident reviews to identify root causes and preventive measures.
• Process & Continuous Improvement
• Identify and recommend process improvements to enhance IT Service delivery and asset management efficiency.
• Participate in cross-functional initiatives to standardize workflows and automate repetitive tasks
• Support ITIL-based service management and contribute to continuous improvement initiatives.

What we require

• Education: Bachelor`s degree in Information Technology, Computer Science or related field (or equivalent experience).
• Experience: 3-5 years in IT Support roles including remote desktop (Level 1.5), onsite Level 2 or field service positions within a multi-side environment.
• Technical skills
• Proficiency with Windows and macOS operation systems
• Strong understanding of networking and endpoint management
• Experience with remote support and ITSM tools (ServiceNow, SCCM, Intune, JAMF, Lansweeper or similar)
• Certifications: CompTIA A+, Network + or Microsoft certifications preferred, ITIL foundation desirable.
• Soft Skills:
• Excellent communication and interpersonal skills
• Strong organizational, problem solving ana analytical capabilities
• Ability to work independently and manage multiple priorities
• Physical requirements
• Ability to lift and transport IT equipment as needed
• Travel: Moderate regional travel required to support local sites and emergency onsite visits when on call.

What we offer

• Best opportunities in a globally operating company valuing diversity, inclusion, sustainability and mutual trust
• Home office allowance
• 25 days paid annual leave
• Additional health insurance
• 102.26 EUR Food vouchers
• Public transportation card
• Multisport / Coolfit card
• Opportunity for flexibility with a hybrid working model
• Employee Assistance Program (Mental Health, Legal & Financial Counselling)
• Language training opportunity
• Brand new modern office premises in a class A Business building
• Employee referral program
• Fresh fruits in the office
• Training and mentorship programs
• Access to over 15,000 LinkedIn Learning courses to assist in your development

Who we are

We are at the heart of every place that matters. From automatic doors to cloud-based access management - as a leading global provider in the access solutions market for schools, banks, airports, hospitals, hotels, and many more, we enable seamless movement within secure, safe, and sustainable places. With over 160 years of experience and a focus on excellence and innovation, we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba, you are encouraged to take initiative, develop your skills, and build your career alongside 16,000 experts worldwide who are setting industry standards every day.

Work in a place where you matter - apply now!