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 ServiceNow 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.

• 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.