Field Support Technician

Job Description :

• Provide customer-facing end-user support including installation and configuration of desktops, laptops, mobile devices, peripherals, and related software.
• Perform break / fix, desk-side support, IMACD tasks, data migrations, and system refreshes.
• Conduct onsite updates, configuration changes, and software installations.
• Troubleshoot client software and basic network connectivity problems.
• Identify potential issues affecting end-user experience and implement preventive actions.
• Document and manage problems and work requests using the Incident Management System, ensuring tickets are resolved and closed within defined service level agreements (SLAs).
• Respond to end-user requests for ticket status updates and follow up promptly.
• Coordinate with vendors for end-user support, including hardware warranty repairs or replacements.
• Perform security, compliance, and control-related tasks such as access reviews, risk assessments, facility inspections, and verification log maintenance.
• Collaborate with Level 3 support groups and project teams to enhance service delivery, perform maintenance, and implement upgrades.
• Provide IT support for onsite / offsite events and meetings, including setup, coordination with venue IT / AV contacts, and stand-by support.
• Assist in disaster recovery and emergency response at local sites.
• Provide on-call support on a rotational basis as required.
• Perform hands-on support for network data and voice devices.
• Train users and operators as needed, create training procedures, and participate in ongoing team development.
• Maintain knowledge base updates, train new staff, and coach analysts to ensure quality standards and regulatory compliance.
• Focus on positive customer experience and CSAT through first-call resolution and minimal reopened cases.

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