Field Services Technician

Field Services Technician

The 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 Duties

• Participate 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 Requirements

• Comfortable 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 Requirements

• Familiarity 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 & Experience

• A 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.