Level 2 Field Technician – Workplace Technology Solutions

Company Summary:
Since2002, DVI Solutions has been a leading provider of audio-visual setups to helpour clients communicate and collaborate better--whether it's with colleaguesacross the office, or partners on the other side of the world. We havepresence across Japan, Singapore, Thailand, Shanghai, Hong Kong, Philippines,Vietnam, India, Malaysia and Indonesia. Our satisfied clients include corporations,government agencies, schools, retail stores, hotels and many more.

Job Summary

The Level 2 Field Technician isresponsible for providing onsite technical support for AV, end-user computingdevices, workplace technologies, and IT infrastructure. This role serves as anescalation point for Level 1 support, ensuring timely resolution of incidents,service requests, and technical issues while delivering excellent customer serviceto internal stakeholders and business users.

The technician will support a variety ofworkplace technologies including AV conferencing systems, networking equipment,and enterprise applications in a fast-paced corporate environment.

Key Responsibilities

• Provide Level 2 technical support for hardware, software, and workplace technology issues.
• Diagnose and troubleshoot incidents
• Support Microsoft Windows environments, Microsoft 365 applications, and collaboration platforms such as Microsoft Teams and Zoom.
• Perform installation, configuration, maintenance, and replacement of IT equipment.
• Manage onboarding and offboarding activities including device provisioning, account setup, and access support.
• Support meeting room and AV technologies including video conferencing systems and collaboration tools.
• Handle escalated incidents from Level 1 support teams and ensure issues are resolved within SLA targets.
• Coordinate with vendors and third-party service providers for hardware repairs and support activities.
• Maintain accurate documentation of incidents, asset records, technical procedures, and knowledge articles.
• Support software deployment, patch management, and endpoint management activities.
• Assist with network connectivity troubleshooting including Wi-Fi, VPN, and LAN issues.
• Participate in IT projects, office moves, refresh exercises, and workplace technology upgrades.
• Ensure compliance with IT security policies, operational standards, and best practices.

Requirements

• 1+ years of experience in technical AV support, field services, or workplace technology support.

• Experience supporting on-site at clients’ locations (corporate office and end-user facing role)

• Strong knowledge of:
• AV technologies (AV control systems, video conferencing platforms etc.)
• Microsoft 365 suite
• Active Directory
• Hardware troubleshooting
• Basic networking concepts
• Experience with ITSM/ticketing tools such as ServiceNow or Jira Service Management.
• Good understanding of ITIL processes and service delivery practices.
• Strong troubleshooting and problem-solving skills.
• Willingness to travel between sites or provide onsite support when required.
• Experience with conference room technologies and workplace collaboration tools.

• May require after-hours or weekend support during critical incidents or project implementations

WhyJoin us

• Opportunities to work on regionalprojects with global brands.
• Exposure to multinational clients,cross-border teams, and cutting-edge technology.
• Exposure to solutions that includeimmersive video walls, hybrid meeting tech, collaboration tech, digitaltransformation, smart workspace integration and much more.
• Team-oriented culture that encouragescollaboration and continuous learning.
• Involved in custom projects forhigh-profile clients, DVI offers opportunities to expand your portfolio andbuild a specialized skill set.
• A booming industry with the rise ofhybrid workspaces and smart office solutions.