IT Field Service Support

Job Responsibilities

Ability to travel to remote locations

Have own vehicle to drive to different locations and support end users / Mileage will be reimbursed

Will be available on call support during weekends/ holidays as per request

You will be required to provide deskside / OSS / FSO technical support to Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation and troubleshooting and any other related technology

Providing a high level of customer satisfaction and extremely strong communicator in both verbal and written communicate in the local language

Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems

Work self-sufficiently to perform fault diagnostics, delivery user requirements, while maintaining standards and SLAs

Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity

Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement

Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates

To provide infrastructure administration functions

Providing on-site cover as part of a shift arrangement

Support inline with contracted business working hours

Provide site support in remote offices when required

Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities

Taking ownership of issues through to resolution on all appropriate requests

Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information

Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service

Providing daily ticket updates to ensure users are fully updated on updates

Move equipment associated with service requests, inline with health and safety guidelines

Performing asset inventory activities as needed

End user training and guidance on the use of hardware and software

Recommends and / or performs upgrades to end user devices

This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork

Performs other duties as assigned

Skills Required:

Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.