Desktop / Field Support Technician

• Provide Deskside, OSS, and FSO technical support for Desktop PCs, Laptops, Tablets, Smart Phones, and Desk telephony.
• Support AV equipment, Comms room devices, desk cabling, and software installation.
• Perform specification, installation, and testing of computer systems and peripherals within established standards.
• Diagnose and resolve unique, non-recurring problems by interacting with application software and operating systems.
• Work self-sufficiently to perform fault diagnostics and deliver user requirements while maintaining SLAs.
• Accurately test, identify, repair, and document end user technical issues relating to Desktop support.
• Provide 2nd line IT support to the business community ensuring requirements are met within agreed service level agreements.
• Utilize customer ticketing systems to ensure timely delivery of service and provide regular professional updates to users.
• Provide infrastructure administration functions.
• Provide on-site cover as part of a shift arrangement.
• Troubleshoot and resolve software issues including OS Imaging/reimaging and associated systems administration.
• Take ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests and service requests.
• Perform asset inventory activities as needed.
• Provide end user training and guidance on the use of hardware and software.
• Recommend and perform upgrades to end user devices.
• Work effectively in both BAU and project-based environments requiring flexibility and teamwork.

Skills:

• Desktop Support.
• Field Support.
• Troubleshooting.
• Windows 11.
• Office 365.
• Azure.
• Intune.
• Active Directory.
• LAN.
• Service Now.

Due to nature of job The candidate must have Ability to move equipment associated with service requests.

• Excellent skills in user IT infrastructure including Desktops, Laptops, Printers, Handhelds, and Smartphones.
• Strong technical skills in Microsoft Windows 11 and legacy versions.
• Proficiency in Office 365, Teams, Google, and Service Now.
• Administration experience of Azure, Intune, and MS Active Directory users, groups, policies, and management concepts.
• Basic knowledge of LAN technologies and hardware.
• Ability to support video conferencing equipment technically.
• Strong verbal and written communication skills.