IT Field Service Technician

About the role

The Field Service Technician provides on-site and hands-on technical support for end users and facilities across designated regions. This role manages incident and service request tickets, troubleshoots technology issues, assists facility operations, and collaborates with other field service personnel to deliver high-quality local support. The Technician acts as the face of IT for their assigned locations and ensures issues are resolved quickly or escalated appropriately.

Responsibilities

• Manage and resolve end user service requests and incidents following established support lifecycle guidelines.
• Serve as the primary frontline support for assigned facilities, including hardware, workstation, network peripheral, and user assistance needs.
• Troubleshoot issues reported by end users or triggered through automated alerts and monitoring tools.
• Maintain ownership of support tickets for assigned facilities/companies, ensuring timely updates and communication.
• Collaborate with fellow Field Service team members to resolve cross-site or complex issues.
• Escalate incidents to Service Management, Cybersecurity, or Infrastructure teams as needed for rapid remediation.
• Provide on-site execution for equipment deployments, updates, installations, and facility technology maintenance.
• Document procedures, work performed, and updates to support knowledge base materials.

Requirements

• 2+ years of IT support, help desk, or field service experience.
• Strong troubleshooting skills for Microsoft Windows workstations, Office suite and common business applications, printers, mobile devices, and peripherals.
• Experience handling hands-on hardware tasks (installations, replacements, cabling, setup).
• Ability to work independently across remote or distributed facilities.
• Strong customer service skills and comfort interacting directly with end users.
• Ability to prioritize, multitask, and handle fast-changing environments.
• Valid driver’s license and ability to travel within assigned region (if required by company).

Preferred Qualifications

• Experience in multi-site or field-based IT support roles.
• Familiarity with ITSM ticketing systems.
• Basic understanding of networking concepts (TCP/IP, Wi-Fi troubleshooting, patch panels).
• Experience responding to alerts from monitoring or RMM tools.
• ITIL Foundation certification or similar process-oriented training.