Field Services

Job Description

Field Services Support at HTC Global Services

• Provide L1 on‑site and remote support for desktops, laptops, and end‑user devices.
• Resolve common issues related to Windows 10/11, basic macOS, and standard applications.
• Handle password resets, account unlocks, basic access requests, and profile issues.
• Assist users with printers, scanners, docking stations, monitors, and peripherals.
• Log, categorize, and prioritize incidents and service requests in the ITSM tool.
• Follow predefined troubleshooting scripts and SOPs to resolve issues within SLA.
• Escalate unresolved or complex issues to L2 teams with clear documentation.
• Perform basic IMAC (Install, Move, Add, Change) activities under supervision.
• Assist with device setup, replacement, and onboarding of new hires.
• Tag assets, update inventory records, and ensure proper handover of equipment.
• Provide basic support for Microsoft 365 applications such as Outlook, Teams, and One Drive.
• Assist users with printing issues and basic audio/video conferencing setups.
• Support meeting rooms and workplace IT equipment under guidance.
• Update tickets with accurate resolution details and user communication.
• Follow security policies, SOPs, and ITIL‑aligned processes.
• Contribute to knowledge base updates by documenting common fixes.
• Deliver courteous, professional, and timely support to end users.
• Communicate clearly regarding issue status, expected resolution, and next steps.
• Maintain high customer satisfaction through a service‑oriented approach.

• Basic experience in end‑user computing or field support.
• Working knowledge of Windows 10/11, desktop/laptop hardware and peripherals.
• Basic understanding of Active Directory (password reset, unlock accounts).
• Familiarity with Microsoft 365 (Outlook, Teams, One Drive).
• Basic networking knowledge (LAN, Wi‑Fi, VPN awareness).
• Awareness of endpoint security policies and antivirus tools.

• 2–4 years of experience in end‑user support or IT field services.
• Certifications (preferred):
  • ITIL v4 Foundation (preferred)
  • CompTIA A+ or equivalent (optional)

• Customer‑focused mindset with strong service orientation.
• Good communication and interpersonal skills.
• Willingness to learn and accept guidance.
• Ability to follow processes and troubleshooting steps.
• Team player with a positive attitude.
• Basic time management and prioritization skills.

HTC Global Services offers opportunities to collaborate with experts, work alongside clients, and grow into high‑performing teams. You’ll gain experience with emerging technologies and long‑term career development.

Comprehensive benefits package includes Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and additional perks.

HTC Global Services is committed to an inclusive workplace free from discrimination and harassment. All employees are treated with dignity and respect. The company celebrates diverse cultures and perspectives.

HTC Global Services is an equal opportunity employer and a proud National Minority Supplier. The company encourages applications from all qualified individuals.