Field Support Representative - Level 1_

Job Description: Field Support Representative Level 1

Role: Field Support Representative L1
Job Function: IT Infrastructure / End-User Support
Experience: Minimum 2 years of hands-on deskside support experience

1. Job Summary

We are looking for a Field Support Representative Level 1 to provide onsite IT support to end users in an office, manufacturing, laboratory, or distribution centre environment.

The candidate should have strong hands-on experience in Windows desktop support, hardware and software troubleshooting, IMAC activities, IT asset management, printer support, and basic network connectivity. Experience supporting manufacturing shop-floor devices, cleanroom environments, and data centre infrastructure will be highly valuable.

2. Key Responsibilities

A. Desktop and End-User Support

• Provide Install, Move, Add and Change (IMAC) services and break-fix support.
• Install, configure, image, and troubleshoot desktops, laptops, operating systems, and business applications.
• Provide hands-on support for handheld devices, barcode scanners, tablets, printers, and other IT peripherals.
• Troubleshoot Windows OS, hardware, software, and end-user connectivity issues.
• Support Microsoft Office and other standard business applications.
• Provide smart hands and feet support to other IT and infrastructure teams as required.

B. Manufacturing, Laboratory and Shop-Floor IT Support

• Support manufacturing and laboratory IT systems and devices.
• Troubleshoot PCs connected to specialised testing equipment and manufacturing production lines.
• Support handhelds, scanners, tablets, printers, and other equipment used in manufacturing and distribution centres.
• Work in cleanroom or manufacturing environments while maintaining quality standards and attention to detail.
• Coordinate with multiple IT teams, vendors, and OEMs to resolve high-priority technical issues.

C. Data Centre and Infrastructure Support

• Perform rack-and-stack activities and support the commissioning and decommissioning of infrastructure devices.
• Provide physical access and onsite assistance to vendors in communication rooms, including IDF/MDF/MMR rooms and data centres/server rooms.
• Support planned power shutdown and maintenance activities involving network devices and servers in data centres.
• Coordinate cable patching activities with vendors and infrastructure teams.
• Provide basic LAN, Wi-Fi, voice, video conferencing, and printer connectivity support.

D. IT Asset and Printer Management

• Manage the IT asset lifecycle for the assigned location or region.
• Coordinate asset collection with vendors and manage secure storage, labelling, imaging, allocation, and recovery.
• Perform asset hygiene validation, system updates, and disposal coordination.
• Monitor printer usage and coordinate with vendors to ensure uninterrupted printing services.

3. Required Skills and Qualifications

• Minimum 2 years of hands-on deskside or field IT support experience.
• Strong working knowledge of Microsoft Windows operating systems.
• Working knowledge of Microsoft Office and standard business applications.
• Good hardware and software installation, configuration, and troubleshooting skills.
• Experience with IMAC, break-fix, and end-user support.
• Basic knowledge of networking, LAN/Wi-Fi connectivity, telecommunications, and compute/storage infrastructure.
• Basic knowledge of mobile device support.
• Good customer service, communication, analytical, and troubleshooting skills.
• Ability to coordinate with multiple teams, vendors, and OEMs.
• Strong focus on quality, accuracy, and attention to detail.

4. Additional Technical Requirements

Candidates with experience in the following areas will be preferred:

• Windows Server support and advanced Microsoft technologies.
• Manufacturing, laboratory, cleanroom, or distribution centre IT support.
• Shop-floor devices, barcode scanners, handhelds, and specialised equipment-connected PCs.
• Data centre support, rack-and-stack, and infrastructure maintenance.
• Server and network device shutdown activities.
• IT asset lifecycle management and printer fleet management.
• Smart hands and feet support.

5. Ideal Candidate Profile

The ideal candidate will have practical, onsite IT support experience and be comfortable handling physical hardware, troubleshooting end-user issues, coordinating vendor activities, and supporting IT infrastructure in manufacturing or enterprise environments.

Candidates with only remote help-desk or call-centre experience and no hands-on deskside support should not be prioritised.

Recruiter Screening Checklist

Before submitting a CV, please confirm:

1. Does the candidate have at least 2 years of deskside/field IT support experience?
2. Does the candidate have hands-on Windows desktop and hardware troubleshooting experience?
3. Has the candidate performed IMAC and break-fix activities?
4. Has the candidate supported laptops, desktops, printers, handhelds, or scanners?
5. Does the candidate have basic LAN/Wi-Fi troubleshooting knowledge?
6. Has the candidate supported manufacturing, laboratory, or shop-floor IT environments?
7. Does the candidate have experience with data centres, rack-and-stack, or server maintenance?
8. Has the candidate managed IT assets and vendor coordination?

Recruiter Instructions: Please prioritise candidates who meet the minimum experience requirement and have hands-on onsite support experience. Clearly highlight manufacturing/shop-floor support, Windows Server, data centre activities, and IT asset management experience in the submitted CV.