IT Field Service Support

Responsibilities

• Travel to remote locations to provide onsite technical support.
• Use own vehicle for travel; mileage reimbursed.
• Provide on-call support during weekends and holidays as requested.
• Deliver deskside/OSS/FSO technical support for Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, comms room devices, desk cabling, software installation, and troubleshooting.
• Ensure high levels of customer satisfaction with strong verbal and written communication skills in the local language.
• Specify, install, and test computer systems and peripherals within established standards and guidelines.
• Diagnose and resolve unique, non-recurring technical problems involving application software and operating systems.
• Work independently to perform fault diagnostics, deliver user requirements, and maintain service level agreements (SLAs).
• Accurately test, identify, prepare, repair, resolve, and document end-user technical issues related to desktop support.
• Support devices including Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.
• Provide second-line IT support to the business community, ensuring requirements are met within agreed SLAs.
• Work on customer tickets to ensure timely delivery of service, with regular, professional, user-facing updates.
• Perform infrastructure administration functions.
• Provide onsite cover as part of a shift arrangement within contracted business working hours.
• Support remote offices as required.
• Troubleshoot and resolve software issues; perform OS imaging/reimaging and associated systems administration activities.
• Take ownership of issues through resolution on all appropriate requests.
• Categorize and prioritize end-user support requests using a customer ticketing system to track tickets and provide up-to-date status.
• Ensure regular customer interaction to adhere to SLAs and maintain high levels of customer service.
• Provide daily ticket updates to keep users informed of progress.
• 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/or perform upgrades to end-user devices.
• Work in both BAU and project-based environments with flexibility and teamwork.

Skills

• Strong skills in user IT infrastructure including Desktops, Laptops, Printers, Handhelds, Smartphones.
• Technical expertise in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, ServiceNow, and other well-known applications.
• Administration experience with Azure, Intune, Microsoft Active Directory users & groups, policies, and management concepts.
• Effective communication in English and/or the local language.
• Basic understanding of LAN technologies and hardware.
• Ability to support video conferencing equipment technically.