Field Service Technician

Field Services TechnicianThe Field Services Technician delivers reliable, high-quality IT support to end users across all our regions. Working as part of the Field Services team and reporting to the Service Delivery Manager, this role is a key contributor to day-to-day IT operations — handling incidents and service requests, participating in the ticket queue rota, and providing hands-on support.Essential DutiesParticipate in the scheduled rota for ticket queue monitoring and assignment, ensuring all incoming incidents and service requests are picked up promptly and routed to the right resource.Triage and resolve end user incidents and requests through the IT service management system, meeting defined service level targets.Liaise with the Service Desk to ensure smooth handover and communication on open tickets, escalations, and updates.Escalate complex or unresolved issues to the Field Services Lead as appropriate, with clear documentation of steps taken.Provide technical assistance and support to employees across EMEA and APAC, working across different time zones and cultural contexts with a positive, user-focused approach.Support endpoint technologies including laptops, desktops, mobile devices, printers, and peripherals.Deliver IT inductions for new starters and lead onboarding and offboarding processes for assigned new starts or leavers.Support device lifecycle processes including configuration, deployment, patching, replacement, and disposal.Maintain accurate inventory records for IT hardware and equipment across assigned locations.Contribute to the creation and maintenance of knowledge base articles, user guides, and support documentation.Support IT projects, system upgrades, and technology improvement initiatives as directed.Essential RequirementsComfortable supporting users across NA, EMEA and APAC, with an appreciation for working across different cultures and time zones.Solid working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.Experience in an IT support or helpdesk role, handling hardware, software, and connectivity issues.Familiarity with Active Directory and Microsoft Entra ID (Azure AD) user and group administration.Good understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.Experience with IT ticketing systems and service management practices.Strong communication and interpersonal skills, able to work effectively with technical and non-technical users.Ability to manage multiple priorities and remain effective in a fast-paced, international environment.Willingness to participate in an on-call or after-hours support rota as needed.Ability to travel up to 10% of the time across NA.Additional RequirementsFamiliarity with IT service management frameworks such as ITIL is preferred.Experience with endpoint management platforms (e.g. Microsoft Intune) is desirable.Knowledge of cybersecurity best practices is advantageous.Education & ExperienceA degree or equivalent qualification in Information Technology, Computer Science, or a related field, or equivalent practical experience.1–3 years of experience in an IT support role.Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar are a plus.