Field Services Dispatch Tech

Responsibilities

• Provide advanced onsite/field IT support for incidents and service requests within SLA.
• Troubleshoot hardware, software, endpoint, and connectivity issues.
• Perform device deployment, replacement, upgrades, break-fix, and IMAC activities.
• Support and guide junior/Grade 6 technicians on complex issues.
• Perform initial RCA, documentation, and escalation to L2/L3 teams when required.
• Coordinate with vendors and technical teams for timely issue resolution.
• Maintain ITSM tickets, asset records, and service documentation.
• Ensure compliance with ITSM, security, asset management, and operational standards.

Requirements

• Experience in onsite/field IT support or desktop support.
• Strong troubleshooting skills across Windows, laptops/desktops, peripherals, and network connectivity.
• Knowledge of LAN/WAN, TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
• Experience with IMAC, hardware break-fix, device deployment, and upgrades.
• Knowledge of ITSM tools/processes, preferably ServiceNow.
• Ability to perform RCA, escalation, documentation, and vendor coordination.
• Strong customer service, communication, and problem-solving skills.
• ITIL knowledge/certification is an advantage.