Field Support Technician

Industry Information Technology and Services

• IT Operational Support Provide first- and second-level support for desktops, laptops, mobile devices, and peripherals. Troubleshoot and resolve hardware, software, network, and application issues. Install, configure, and maintain operating systems (Windows/mac OS) and approved enterprise software. Support video conferencing tools, printers, and office IT equipment. Manage and resolve incidents and service requests within defined SLA timelines. Document issues, resolutions, and processes in the ticketing system.
  
  Assist in IT onboarding/offboarding processes, including device setup, configuration, and retrieval. Coordinate with vendors for repairs, replacements, and warranty claims. Provide remote support for offsite or hybrid employees. Escalate unresolved issues to higher-level support teams when required.
• A valid driver's license is mandatory for this role.
• Enterprise Collaboration & Identity Support Support end-user access to Microsoft 365, including Outlook, Teams, and Share Point. Assist with user provisioning and de-provisioning related to identity management (e.g., Active Directory, Azure Entra ) from the endpoint perspective. Enforce security and compliance policies on end-user devices.
• Asset Management Participate in IT asset management and periodic inventory checks. Communicate asset management strategies to team members and stakeholders effectively. Track hardware lifecycle and ensure accurate inventory records.
• Security & Operations Ensure compliance with IT policies, security standards, and best practices. Support security tools such as antivirus, endpoint protection, and MFA on end-user devices. Maintain technical documentation and standard operating procedures (SOPs). Participate in incident, change, and service management activities.

• Experience Minimum 5 years of work experience in the IT industry.
• 3 years of experience in positions and responsibilities within IT Service Management or End User Computing / Equipment Domain.
• Proven experience handling VIP/end-user executive support.
• Strong knowledge of Windows OS environments.
• Familiarity with Microsoft 365, Outlook, Teams, and basic network troubleshooting.
• Experience with ticketing tools and Managed Print Services.
• Understanding of security tools such as antivirus, endpoint protection, and MFA.

• Bachelor’s degree in Information Technology (BSc), Computer Science, or a related field (BSc of Engineering or BSc of IT).
• Microsoft Certified:
  Modern Desktop Administrator (preferred).
• Certification in ITIL or other similar areas of IT Service Management (preferred).