IT Field Service Technician

Job Description:

Key

Competencies:

• Technical

Skills:

A strong foundation in IT principles, including knowledge of hardware, software, networks, and security.

• Analytical

Skills:

The ability to analyze problems, identify root causes, and develop effective solutions.

• Communication

Skills:

Effective verbal and written communication skills are essential to interact directly with end users, other team members, and other IT support departments.

• Ticket Management

Skills:

The ability to consistently manage and complete assigned incident and request tickets within defined SLA’s. Effectively escalate tickets that require support above what can be provided locally.

• Customer Service Orientation: A focus on delivering high-quality service to all users.

• Adaptability and Flexibility:
The IT landscape is constantly evolving, so the ability to adapt to new technologies, processes, and challenges is essential for all roles.

• Problem-Solving

Skills:

This involves not only technical problem-solving but also strategic problem-solving for higher-level roles to navigate complex organizational challenges.

• Knowledge of ITIL and Other Frameworks:
Understanding of IT service delivery fundamentals, the use of Service Now and how to properly process IT tickets and manage local site IT inventory.

Key Responsibilities:

• Analyzes system requirements and business processes to assist in the design and implementation of IT solutions.

• Works closely with stakeholders to understand their needs and translates them into technical specifications.

• Participates in the testing and deployment of new systems, ensuring they meet the organization’s needs.

• Provides first-level technical support to end-users facing issues with hardware, software, or network services.

• Installs, configures, and maintains IT equipment and software to ensure operational efficiency.

• Assists in troubleshooting and resolving technical problems, escalating more complex issues to higher-level staff.

• Maintains records of issues and resolutions for future reference and for improving IT support processes.

• Understands basic user technology issues and provides solutions based upon basic proven methods.

• Interacts with clients to process basic service requests or resolve basic technical problems.

• Replaces and rebuilds hardware components as needed.

• Perform IT Procurement in accordance with corporate guidelines

• Coordinate with local IT support vendors for services such as Network cable installation, Copier Support, and eWaste collection.

• Provide general site application support & troubleshooting

• Provide 1st level network, telecom & server support

• Ensures IT tickets are updated and resolved in a timely manner.

• Understands and comply with relevant Standard Operating Procedures.

• On call 24×7 for emergencies and support for special projects.

Requirements:

• College level diploma in Information Technology, Computer Science, or a related field.

• Certifications relevant to the specific IT domain can also be advantageous. (e.g., CompTIA A+, Network+) are highly beneficial.

• Microsoft Certified Professional (MCP) or Microsoft Certified Systems Engineer (MCSE) certification is desired.

• Minimum of 4 years relevant direct technical support experience.