Field Services Localised Tech

Responsibilities

• Provide advanced onsite IT support for end-user devices, applications, peripherals, and basic network issues.
• Resolve L1/L2 incidents and service requests within agreed SLA timelines.
• Perform IMAC (Install, Move, Add, Change), device imaging, deployment, upgrades, and refresh activities.
• Troubleshoot complex desktop, laptop, mobile, connectivity, and software issues beyond standard L1 support.
• Act as the first-level escalation point for Grade 6 technicians and provide technical guidance.
• Coordinate with L2/L3 teams, vendors, and other support groups for critical or complex issues.
• Ensure compliance with IT security, asset management, patching, and support policies.
• Maintain accurate ITSM tickets, technical documentation, and asset inventory records.
• Proactively identify recurring issues and contribute to service improvement and enhanced end-user experience.

Requirements

• 4+ years of experience in onsite/desktop IT support or end-user computing support.
• Strong hands-on experience with Windows desktops/laptops, Microsoft 365, applications, and peripherals.
• Experience in IMAC, device deployment, imaging, hardware break-fix, upgrades, and refresh activities.
• Good troubleshooting skills in desktop, laptop, mobile devices, printers, and basic network/connectivity issues.
• Experience working with ITSM tools, incident management, service requests, and SLA-based support.
• Knowledge of Active Directory, endpoint management, patching, and IT asset management.
• Ability to coordinate with L2/L3 support teams, vendors, and technical stakeholders.
• Strong communication, customer-service, documentation, and problem-solving skills.
• ITIL certification or relevant technical certifications would be an advantage.