Field Service Technician

The IT Field Service Technician will provide high-quality end-user hardware and software support, ensuring an excellent end-user experience across the assigned region. The role will support the APAC End User Compute (EUC) team, provide hands-on assistance to global Networking and Data Centre Services teams, and contribute to the successful execution of IT projects in the region.

Your Responsibilities:

1. End-User Computing Support

Resolve IT incidents and service requests related to end-user computers, peripherals, mobile devices, and telephones within defined timelines and service quality standards.

Set up, configure, image, and deploy computers and peripherals in accordance with the company’s standard operating environment (SOE).

Install and troubleshoot software, configure printers and drivers, and provide basic support for Windows 10 and Windows 11 environments.

Manage computer objects and user-related configurations in Active Directory.

Provide support for Apple iOS devices, including iPhones and iPads.

Assist end users with IT-related queries, providing guidance and training in accordance with company policies and standards.

Maintain accurate incident and service request records using the designated ticketing system.

Collaborate with global IT teams to resolve technical issues and improve the overall end-user experience.

2. Networking and Data Centre Support

Provide in-region, hands-on support to global Networking and Data Centre Services teams.

Assist with the procurement, installation, and physical setup of network and server equipment in racks.

Perform network cable patching to switches and support other physical connectivity requirements.

Coordinate with external vendors for hardware procurement, technical support, and maintenance activities.

Ensure that all hardware installations and related activities comply with established IT standards and procedures.

3. IT Project Support

Provide local and in-region technical assistance for the implementation and execution of IT projects.

Support hardware deployment, equipment installation, configuration, and other project-related activities.

Coordinate with global IT teams, local stakeholders, and external vendors to ensure timely project delivery.

Assist with project-related troubleshooting and provide on-site support as required.

4. Collaboration and Service Excellence

Work closely with technical and non-technical stakeholders to understand and address IT support requirements.

Manage changing priorities effectively while maintaining service quality and meeting agreed timelines.

Share technical knowledge, assist in training team members, and contribute to continuous improvement initiatives.

Participate in on-call support, including occasional weekend, holiday, and overtime work as required.

5. Ethics, Compliance, and Safety

Uphold ADM’s core values of Integrity, Resourcefulness, Respect, Teamwork, Excellence, and Responsibility.

Comply with company policies, procedures, applicable legislation, and relevant industry standards.

Maintain professional conduct and ensure that all required technical licenses and certifications remain valid.

Follow ADM’s health and safety policies, identify and report workplace hazards, and promptly report incidents, near misses, and injuries.

Ensure company equipment and property are maintained in a secure, safe, and orderly condition.