Field Support Technician

IT Infrastructure Support Specialist

Pay Range: $18hr - $23hr

• 3-7 years of experience in IT infrastructure support.
• Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, Service Now and other well-known applications.
• Administration experience of Azure, Intune, MS Active Directory users & groups, policies and management concepts.
• Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphones, etc.
• Basic knowledge of LAN technologies and hardware.
• Ability to technically support video conferencing equipment.
• Strong verbal and written communication skills.

• Providing a high level of customer satisfaction and extremely strong communication in both verbal and written formats.
• Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
• 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.
• Provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreements.
• Ensure timely delivery of service through customer ticketing.
• Provide infrastructure administration functions.
• Provide on-site cover as part of a shift arrangement.
• Support inline with contracted business working hours.
• Provide site support in remote offices when required.
• Troubleshoot and resolve software issues; OS Imaging/reimaging and associated systems administration activities.
• Take 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.
• Ensure regular customer interaction to adhere to update SLAs and high levels of customer service.
• Provide daily ticket updates to ensure users are fully informed.
• Move equipment associated with service requests, inline with health and safety guidelines.
• Perform asset inventory activities as needed.
• Provide end user training and guidance on the use of hardware and software.
• Recommend and/or perform upgrades to end user devices.
• Work in a BAU and/or project-based environment requiring flexibility and teamwork.
• Perform other duties as assigned.