Job Description

The IT Field services technician position will be responsible for delivering front line support to end-users as part of the Global IT team focusing on hardware and software related issues impacting multiple platforms. Candidate must perform job with a high degree of customer service with an emphasis on quality work along with a good technical knowledge of end user systems. ________________________________________ ESSENTIAL DUTIES AND RESPONSIBILITIES: ? Monitor assigned incident queue(s) update and action tickets as necessary (Break/Fix services) ? Desk side remediation of issues as they are assigned via Remedy queue or via emergency support requests as directed. ? Monitor assigned SRM queue(s) update and action work orders as necessary (IMAC Services ? install move add change) ? Configuration & Deployment of end user hardware ? Physical relocation of IT equipment as required ? Software/ Application installations ? Project work as and when required ? Any others tasks that may be required from day to day. ? Assist with the training of new tools & technologies ? Act of a local point for contact for Intl IT Business Relationship team ________________________________________ FINANCIAL RESPONSIBILITIES: ? Responsibility for tracking and submitting project related expenses as per Corporate Travel Policy ________________________________________ QUALIFICATIONS: ? Minimum of 2-4 years of experience in IT Help Desk / Field Service end user support ? CompTIA Microsoft or similar industry certifications preferred but not required ________________________________________ KNOWLEDGE AND SKILLS: ? Advanced English (Written and Verbal) ? Experience in the following systems required: o Basic Networking concepts o Intel / Macintosh Workstations & Laptops o Windows 7 10 / OSX o Printers o Mobile Devices (Smartphone / Tablets) ? Android / iOS o MS Office 2013 2016 / O365 o Incident / Service Management Systems ? Experience in the following systems preferred but not required: o Lotus Notes o Remote Support Tools (Aelita LogMeIn DameWare) o Active Directory o Basic Hardware repair o Windows Autopilot o Microsoft Intune o IBM BigFix ? Excellent communication and written skills within a global environment while dealing with all aspects of the business ? Ability to document technical processes in a clear and concise manner for both technical analysis and end user support ? Proven problem solving methodology with a rational approach to problem management. ? Flexible enthusiastic attitude capable of working independently or as a member of a team under pressure while being able to prioritize tasks. ? Ability to self-motivate learn and grow with a willingness to undertake any and all tasks assigned. ? Ability to work extended hours and travel to International offices at short notice. MUST HAVE Minimum of 2-4 years of experience in IT Help Desk / Field Service end user support