Field Support Technician

IT Support Manager

Responsibilities:

• Manage reporting and adherence of SLAs and contract commitments.
• Plan and manage shift schedules, including on-call rosters.
• Monitor and improve resource productivity across support teams.
• Provide training and development support to team members.
• Ensure compliance with security policies and procedures.
• Maintain adequate inventory levels across multiple locations.
• Ensure all incidents and service requests are resolved within defined SLAs.
• Plan and execute move requests and project-related activities.
• Lead technical support activities including installation and configuration of desktops, laptops, and mobile devices.
• Perform break-fix support, desk-side support, IMACD activities, data migration, refreshes, and system health checks.
• Execute onsite updates, configuration changes, and software installations.
• Provide hands-on technical assistance to end users at their desks.
• Identify potential issues impacting user experience and take preventive actions.
• Manage ticket queues and ensure timely resolution and closure of tickets.
• Communicate ticket status updates to end users and follow up as needed.
• Coordinate with hardware vendors for repair and replacement services.
• Perform security-related tasks such as access reviews, risk assessments, and compliance checks.
• Collaborate with Level 3 support teams and project teams for enhancements and maintenance.
• Provide IT support for meetings, events, and site setups including AV coordination.
• Support disaster recovery efforts and emergency response situations.
• Provide on-call support outside business hours on a rotational basis.

Qualifications:

• Bachelor’s degree or equivalent experience in a related field preferred.
• 4–7 years of experience in onsite or field IT support roles.
• Experience working in diverse technical environments.
• CompTIA A+ certification or equivalent is preferred.

Technical Skills:

• Strong knowledge of Windows operating systems and Microsoft Office applications.
• Experience with VPN, network printing, and mobile device support.
• Ability to install, configure, and troubleshoot a wide range of applications and systems.

Soft Skills:

• Strong customer service orientation and communication skills.
• Excellent analytical and problem-solving abilities.
• Ability to work independently and within a team environment.
• Strong time management and organizational skills.

Additional Requirements:

• Flexibility to travel to remote sites as needed.
• Ability to lift up to 30 lbs at waist level.