Black & Grey HR is partnering with a leading enterprise technology organization to hire an experienced Field Support Technician. This opportunity is ideal for professionals with a strong background in end-user computing, hardware/software troubleshooting, and executive-level IT support. A valid driver's license is mandatory for this role.
Key Responsibilities:
IT Operational Support
- Provide first- and second-level support for desktops, laptops, mobile devices, and peripherals.
- Troubleshoot and resolve hardware, software, network, and application issues.
- Install, configure, and maintain operating systems (Windows/macOS) and approved enterprise software.
- Support video conferencing tools, printers, and office IT equipment.
- Manage and resolve incidents and service requests within defined SLA timelines.
- Document issues, resolutions, and processes in the ticketing system.
- Assist in IT onboarding/offboarding processes, including device setup, configuration, and retrieval.
- Coordinate with vendors for repairs, replacements, and warranty claims.
- Provide remote support for offsite or hybrid employees.
- Escalate unresolved issues to higher-level support teams when required.
Enterprise Collaboration & Identity Support
- Support end-user access to Microsoft 365, including Outlook, Teams, and SharePoint.
- Assist with user provisioning and de-provisioning related to identity management (e.g., Active Directory, Azure Entra ID) from the endpoint perspective.
- Enforce security and compliance policies on end-user devices.
Asset Management
- Participate in IT asset management and periodic inventory checks.
- Communicate asset management strategies to team members and stakeholders effectively.
- Track hardware lifecycle and ensure accurate inventory records.
Security & Operations
- Ensure compliance with IT policies, security standards, and best practices.
- Support security tools such as antivirus, endpoint protection, and MFA on end-user devices.
- Maintain technical documentation and standard operating procedures (SOPs).
- Participate in incident, change, and service management activities.
Requirements
Experience
- Minimum 5 years of work experience in the IT industry.
- 3 years of experience in positions and responsibilities within IT Service Management or End User Computing / Equipment Domain.
- Proven experience handling VIP/end-user executive support.
- Strong knowledge of Windows OS environments.
- Familiarity with Microsoft 365, Outlook, Teams, and basic network troubleshooting.
- Experience with ticketing tools and Managed Print Services.
- Understanding of security tools such as antivirus, endpoint protection, and MFA.
Education & Certifications
- Bachelorâs degree in Information Technology (BSc), Computer Science, or a related field (BSc of Engineering or BSc of IT).
- Microsoft Certified: Modern Desktop Administrator (preferred).
- Certification in ITIL or other similar areas of IT Service Management (preferred).
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