Description
We are seeking a dedicated Field Support Technician to provide comprehensive technical assistance and ensure the smooth daily IT operations for our end-users. The ideal candidate will be responsible for resolving a wide range of hardware and software issues across desktops, laptops, and mobile devices. Key responsibilities include installing, configuring, and maintaining operating systems and applications while adhering to strict SLA timelines. You will support video conferencing tools, printers, and other office IT equipment, requiring proven experience in supporting VIP and executive-level users with exceptional customer service. This position involves troubleshooting, documenting resolutions in a ticketing system, and coordinating with vendors. The Field Support Technician will also participate in IT asset management and ensure compliance with IT security policies. If you have a strong background in IT service management and end-user computing, we encourage you to apply.
Requirements
1. A minimum of 5 years of work experience in the IT industry, with at least 3 years in IT Service Management or End User Computing.
2. Bachelor's Degree in Information Technology, Computer Science, or a related engineering field.
3. Must hold a Microsoft Certified: Modern Desktop Administrator certification.
4. Must hold a certification in ITIL Foundation or a similar IT Service Management framework.
5. Strong technical knowledge and hands-on experience with Windows OS environments and Active Directory.
6. Demonstratable proficiency in supporting the Microsoft 365 suite, including Outlook and Teams.
7. Proven experience with IT service management ticketing tools (e.g., ServiceNow, Jira) and Managed Print Services.
8. Experience in troubleshooting hardware (desktops, laptops, peripherals) and basic network connectivity issues.
Desirable
1. Proven experience providing dedicated 'white-glove' support for VIP or executive-level end-users.
2. Familiarity with endpoint security tools such as antivirus, endpoint protection, and Multi-Factor Authentication (MFA).
3. Experience participating in IT asset management processes, including inventory checks and lifecycle management.
4. Previous industry exposure to large-scale programs, international engagements, or sports/entertainment specific environments.