IT Field Services Technician State

To provide effective, professional and timely onsite IT support to Motus employees, dealerships and business units, ensuring that end-user computing equipment, software, peripherals and related IT services operate reliably and efficiently. The Field Services Technician is responsible for resolving technical incidents and service requests that require onsite intervention, supporting the deployment and maintenance of IT equipment, and ensuring that all work is accurately recorded and managed through the Motus IT Service Desk ticketing system.

The role contributes to business continuity, user productivity and the overall quality of IT service delivery across the Motus Group.

• Provide onsite technical support to Motus employees, dealerships and business units within the assigned region.
• Diagnose, troubleshoot and resolve hardware, software, operating system, connectivity and peripheral-related issues.
• Support desktops, laptops, monitors, printers, docking stations, mobile devices and other approved end-user IT equipment.
• Assist users with Windows operating system issues, Microsoft 365 applications, email, printing, authentication and general desktop support.
• Perform workstation builds, device configuration, software installation, upgrades, replacements and equipment handovers.
• Support user onboarding, workstation setup, equipment relocation and offboarding activities where required.
• Escalate issues that fall outside the technician's technical scope or access permissions to the appropriate support team.

• Accept, manage and resolve assigned incidents and service requests in Manage Engine Service Desk Plus.
• Ensure all work is performed against a valid ticket, with accurate notes, troubleshooting steps, actions taken and resolution details.
• Maintain regular communication with users and relevant stakeholders regarding progress, delays and expected resolution.
• Prioritise work according to incident severity, business impact, urgency and agreed service-level agreements (SLAs).
• Monitor assigned tickets and proactively address ageing requests, outstanding actions and potential SLA breaches.
• Ensure tickets are resolved and closed in accordance with established Motus IT processes.
• Escalate recurring incidents, major business-impacting issues and potential underlying problems through the appropriate channels.

• Provide IT support across assigned Motus dealerships, offices, workshops, warehouses and other business locations.
• Plan site visits efficiently, taking into account ticket priority, geographical location, business requirements and operational impact.
• Coordinate with site contacts and users before attending a location to confirm the issue, equipment details, access arrangements and availability.
• Minimise disruption to business operations while performing onsite maintenance, troubleshooting and equipment replacements.
• Provide professional customer service and maintain constructive working relationships with dealership management, employees and regional stakeholders.
• Assist with planned deployments, site openings, equipment refreshes and other operational IT initiatives.

• Maintain accurate records of equipment issued, installed, replaced, repaired or returned.
• Verify asset tags, serial numbers, device specifications and equipment ownership where applicable.
• Ensure that hardware movements and changes are recorded in accordance with Motus IT asset-management procedures.
• Identify faulty, obsolete or unsupported equipment and recommend repair, replacement or further technical assessment.
• Ensure that equipment is handled securely and that company assets are protected against loss, damage or unauthorised use.

• Assist with the deployment, upgrade and remediation of end-user devices, including the Windows 11 Upgrade Programme.
• Perform device compatibility checks, operating system installations, configuration, testing and post-deployment validation.
• Identify devices requiring manual remediation, replacement or decommissioning and update the relevant records.
• Follow approved deployment plans, technical standards, change-management requirements and project instructions.
• Record project-related activities separately from business-as-usual (BAU) support where required for reporting and workload visibility.
• Report blockers, failed deployments, equipment constraints and…