Field Support Technician

Overview

Field Support Technician

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 ID) 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.
• Proven experience handling VIP/end-user executive support.
• 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).