Sr. Field Support Technician

Senior Field Support Technician

Are you a kid at heart looking to build a career with a leading global children's toy, entertainment and digital gaming company?

At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds—and that's why we want you!

What will you work on? We are seeking a Senior Field Support Technician to provide vital onsite IT services and act as the local, hands-on representative for multiple internal IT teams. In this role, you will deliver high-quality helpdesk support, manage local workstations, and assist central infrastructure and network teams with physical, hands-on tasks without directly performing backend network configuration changes.

The successful candidate will play a lead local role, assisting the IT Manager to implement IT policies, coordinate onsite projects, maintain high system availability, and align local operations with modern industry standards.

How will you create impact?

Onsite Support and Helpdesk Services

• Provide comprehensive onsite IT field support for end users and executive stakeholders, addressing hardware, software, operating system, and access-related incidents.
• Deliver dedicated support for Microsoft 365 applications (Outlook, Teams, One Drive, Office Suite), resolving synchronization, connectivity, and tenant-level user productivity issues.
• Diagnose and resolve local user-facing connectivity issues, including VPN client setups, local Wi-Fi access, printing services, and peripheral devices.
• Troubleshoot and support Windows and macOS workstations, managing device configuration, imaging, deployment, maintenance, and the overall equipment lifecycle.
• Maintain accurate ticket documentation in accordance with ITIL incident and change management frameworks, provide timely updates, and deliver high-quality customer service in a fast-paced environment.

Internal IT Team Collaboration and Onsite Assistance

• Act as the primary local, hands-on resource to assist the centralized network team with physical tasks, troubleshooting, and deployments, without performing direct logical network configuration changes.
• Assist centralized systems and infrastructure teams with local server room monitoring, physical server rack and stack, cabling, power cycles, and backup tape management as directed.
• Coordinate with internal IT teams to facilitate regional upgrades, hardware replacements, and compliance audits.
• Configure, deploy, enroll, and support corporate mobile devices (including iPhones and iPads) and other endpoint devices under the guidance of the central Mobile Device Management (MDM) team.

Identity, Access, and Asset Management

• Administer and support user identity and access management activities through Microsoft Entra  (Azure AD) and modern identity platforms, managing account provisioning, password resets, account unlocks, and access requests.
• Perform onboarding and offboarding activities, including workstation setup, physical equipment provisioning, local asset tracking, and user access configuration for new and departing employees.
• Manage local IT asset lifecycle activities, tracking corporate hardware, managing vendor warranties, and coordinating local equipment refreshes.

Local Coordination and Project Support

• Play a local support role in implementing IT policies, guidelines, and global infrastructure projects under the direction of the IT Manager.
• Document all physical changes, local equipment upgrades, and new onsite hardware implementations.
• Perform ad-hoc tasks as assigned by management to support business continuity.

What are your skills and experience?

• University Degree in Information Technology, Computer Science, or equivalent professional IT qualification.
• 8 years or more of related IT working experience, preferably within a multinational corporation (MNC).
• Certifications:
  
  ITIL certification is highly advantageous.
• Experience with MDM and UEM tools (such as Microsoft Intune or Jamf) for deploying and securing Windows, macOS, and mobile devices.
• Administration of cloud directory services, specifically Microsoft…