IT Field Support Technician

The IT Field Support Technician is responsible for providing technical support and assistance to end-users at various sites. They ensure the effective functioning of IT systems and services, coordinate with the Helpdesk Team, Infrastructure Team, and manage on-site IT activities, including networking, under the direction of the IT On-Site Manager.

Roles and Responsibilities:

• End-User Support:

• Provide responsive first and second-level technical support to end-users, resolving hardware and software issues promptly.
• Diagnose and troubleshoot problems reported by users, ensuring minimal disruption to operations.

• Address any technical requirements presented by users, proposing effective and efficient solutions aligned with company policies and standards

• Site IT Management:

• Ensure seamless operation of IT systems and services at the site, maintaining high availability and reliability.

• Collaborate closely with the Infrastructure Team to escalate and resolve complex issues affecting site operations.

• Networking Support:

• Assist in managing and troubleshooting on-site network infrastructure, ensuring optimal network performance and connectivity.

• Collaborate with the networking team to implement and test network solutions and configurations as required.

• Hardware and Software Management:

• Install, configure, and maintain IT hardware and software, adhering to company standards and procedures.

• Conduct regular updates and patches to maintain system security and performance, following guidelines set by Infrastructure Engineers.

• Proposal of Solutions and Technical Requirements:

• Address any technical requirements presented by users, proposing effective and efficient solutions aligned with company policies and standards.

• Participate actively in discussions and planning sessions related to technology solutions and improvements.

• Project Involvement:

• Contribute to and participate in projects involving technology, providing technical expertise and support as needed.

• Collaborate with project teams to implement IT solutions, ensuring they meet user needs and align with organizational goals.

• Coordination and Communication:

• Serve as a primary point of contact and liaison between site users and the IT department, ensuring effective communication of technical issues and solutions.
• Provide clear and understandable explanations to non-technical users, facilitating efficient resolution of IT-related problems.

• Participate actively in discussions and planning sessions related to technology solutions and improvements. Actively participate in the change control process and adhering to company practices.

• Documentation and Reporting:

• Maintain accurate records of all support activities and resolutions, ensuring comprehensive documentation of incidents and service requests.

• Document site-specific IT configurations, procedures, and changes to facilitate knowledge sharing and compliance with organizational standards.

• Responsible for executing, supporting, and enforcing the Company’s Environmental, Health and Safety program as required by OIS policy, directives, and principles.

• Strong troubleshooting and problem-solving abilities.
• Experience with desktop and laptop hardware.
• Knowledge of operating systems (Windows, Linux, macOS).
• Basic understanding of networking principles and devices.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.

Required Education:

• Associate degree in Information Technology, Computer Science, or a related field or equivalent experience in lieu of a degree.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate).

Required Experience:

• Minimum of 2-4 years of experience in IT support roles.
• Proven experience in troubleshooting hardware and software issues.
• Experience with operating systems (Windows, Linux, macOS).
• Basic experience with networking principles and devices.
• Prior experience providing technical support in a field environment is a plus.