Field Technical Support

Description:

• Provide advanced onsite IT support by responding to dispatched incidents and service requests within SLA timelines.

• Perform in-depth troubleshooting and resolution for hardware, software, and connectivity issues across endpoints.

• Handle device deployment, replacements, upgrades, and break-fix activities with higher ownership.

• Support IMAC services (Install, Move, Add, Change) ensuring accuracy and minimal user disruption.

• Act as a senior field resource, assisting Grade 6 technicians and guiding issue resolution.

• Conduct initial root cause analysis (RCA) and ensure proper documentation before escalation.

• Collaborate with L2/L3 teams and vendors for timely resolution of complex or recurring issues.

• Maintain ticket updates, service documentation, and compliance with ITSM processes.

• Ensure adherence to security policies, asset management, and operational standards.

• Deliver high-quality user experience through proactive communication and efficient service delivery.