Field Support Technician

Job Description

Role Overview :

We are seeking a dedicated and technically proficient Field Support Technician to join our dynamic IT support team. This role is pivotal in delivering Tier 1 and Tier 2 technical support services to our clients, both remotely and on-site. The ideal candidate will possess a strong foundation in IT support, excellent problem-solving skills, and a commitment to providing exceptional customer service.

________________________________________

Key Responsibilities :

• Technical Support : Provide Tier 1 and Tier 2 support for hardware, software, and network issues, ensuring timely resolution both remotely and on-site.
• Help Desk Management : Monitor, manage, and resolve help desk tickets efficiently, maintaining accurate records of issues and solutions.
• Equipment Handling : Manage stock collections and perform installations of IT equipment at client sites.
• Site Maintenance : Conduct routine maintenance and inspections at customer sites to ensure optimal system performance.
• Documentation : Maintain comprehensive documentation of customer site configurations, support activities, and technical procedures.
• Issue Escalation : Identify and escalate complex technical issues to Tier 3 support or management as necessary.
• Additional Duties : Undertake any other reasonable tasks or projects as required to support the IT operations.

________________________________________

Preferred Skills & Attributes :

________________________________________

Additional Information :

Requirements

Proven experience as a Service Desk Technician or similar role, preferably in a global support environment. Strong proficiency in troubleshooting and resolving hardware, software, and network issues. Excellent communication skills, with the ability to convey technical information in a clear and understandable manner. Familiarity with ITIL best practices and IT service management concepts. Ability to work effectively in a collaborative, team-oriented environment. Knowledge of remote support tools and techniques. IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.