IT Field Service Support

About the role

Location: Troy, New York 12182. Contract (6+ Months) – Onsite. USC/GC only.

Responsibilities

• Ability to travel to remote locations
• Have own vehicle to drive to different locations and support end users; mileage will be reimbursed
• Be available for on‑call support during weekends/holidays as per request
• Provide Deskside / OSS / FSO technical support to Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation and troubleshooting and any other related technology
• Provide a high level of customer satisfaction and be an extremely strong communicator in both verbal and written communication in the local language
• Support includes 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
• Work self‑sufficiently to perform fault diagnostics, deliver user requirements, while maintaining standards and SLAs
• Accurately test, identify, prepare, repair, resolve, and document end user technical issues relating to Desktop support (devices include Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity)
• Hands‑on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
• Customer ticketing is worked upon to ensure the 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 inline with contracted business working hours
• Provide site support in remote offices when required
• Troubleshoot and resolve software issues; 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 Customer ticketing system to track tickets and provide up‑to‑date status and information
• Ensure regular customer interaction to adhere with update SLA's and high levels of customer service
• Provide daily ticket updates to ensure users are fully updated on updates
• Move equipment associated with service requests, inline 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
• Ability to work in a BAU and/or project‑based environment requiring flexibility and teamwork
• Perform other duties as assigned

Skills

• Excellent skills in user IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, Service Now and other well‑known applications
• Administration experience of Azure, Intune, MS Active Directory users & groups, policies and management concepts
• Effective communication in English and/or local language
• Basic known workings of LAN technologies and hardware
• Ability to support technically video conferencing equipment

Pay

$24 per hour.