Senior Field IT Support Technician; Onsite​/Remote

Black & Grey HR is partnering with a leading enterprise technology organization to hire an experienced Field Support Technician
. This opportunity is ideal for professionals with a strong background in end-user computing, hardware/software troubleshooting, and executive-level IT support. A valid driver's license is mandatory for this role.

Key Responsibilities :

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/macOS) 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.

Enterprise Collaboration & Identity Support

- Support end-user access to Microsoft 365, including Outlook, Teams, and SharePoint.

- 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.

- 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.

Education & Certifications

- 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).