IT Field Service Support

About the role

Position: IT Field Service Support. Location: Malden, MA or Troy, NY (Onsite). Duration: 1 Year.

Responsibilities

• Ability to travel to remote locations
• Have own vehicle to drive to different locations and support end users; mileage will be reimbursed.
• Available 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, but are not limited to: 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 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 SLAs 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 knowledge of LAN technologies and hardware.
• Ability to support technically video conferencing equipment.