Field Support Technician

Responsibilities:

• Manage SLA reporting, adherence, and contract compliance.
• Plan and manage shifts, including on-call rosters and resource productivity.
• Provide training and development support to team members.
• Ensure compliance with security policies and maintain appropriate inventory levels.
• Monitor and resolve service requests and incidents within agreed service levels.
• Plan and execute move requests and project-related activities.
• Install and configure desktops, laptops, mobile devices, and associated peripherals and software.
• Perform break-fix support, desk-side support, IMACD activities, data migration, refreshes, and system health checks.
• Execute onsite updates, configuration changes, and software installations.
• Provide hands-on technical support to end users at their desk locations.
• Identify and proactively address potential issues impacting end-user experience.
• Manage ticket queues and ensure timely resolution and closure of incidents.
• Communicate effectively with users regarding ticket status and follow-ups.
• Coordinate with hardware vendors for warranty repairs and replacements.
• Perform security and compliance tasks including access reviews, risk assessments, and control verifications.
• Collaborate with Level 3 support teams and project teams for enhancements and upgrades.
• Provide IT support for onsite and offsite events, including setup and real-time assistance.
• Support disaster recovery efforts and emergency response situations.
• Participate in on-call support rotations outside business hours.

Required Skills And Experience:

• 4 7 years of experience in onsite IT support or field support roles.
• Strong knowledge of desktop systems, operating systems, and technical environments.
• Experience supporting Windows OS, Microsoft Office, VPN, printers, laptops, and mobile devices.
• Ability to install and troubleshoot a wide range of software applications.
• Experience with ticketing systems and SLA-driven environments.
• Strong analytical and problem-solving skills.

Preferred Qualifications:

• CompTIA A or equivalent certification.
• Experience working with diverse technical environments and remote site support.

Soft Skills:

• Excellent customer service and communication skills.
• Strong organizational and multitasking abilities.
• Ability to work independently and within a team.
• Proactive mindset with attention to detail.
• Flexibility to travel to remote sites as needed.

Physical Requirements:

• Ability to lift up to 30 lbs at waist level.