Field service technician

Job Description:

Primary Duties

• This is a dual role that combines both IT helpdesk and Infrastructure responsibilities.
• The helpdesk responsibilities include: receiving, prioritizing, troubleshooting, resolving, and documenting, end-user support incidents and service requests.
• The infrastructure responsibilities: include installing, configuring, maintaining, and monitoring of all IT infrastructure solutions.

Key Responsibilities

• Infrastructure Maintenance

• Install, configure, maintain & monitor all end-user hardware (PC, printers, barcode scanners, iPhones, iPads, Surface tablets etc…).
• Install, configure, maintain & monitor all end-user software applications (Windows, MS Office, Outlook, etc…).
• Monitor all network and server activities (daily, weekly and monthly control reports).
• Log and record all system changes and maintain these records.
• Participate in Infrastructure projects with the Infrastructure Project Leader.

2. Helpdesk

• Perform as the first point of contact for all end user IT assistance requests

Maintain Records for all requests, track until resolution and archive for future reference using company helpdesk tool

Resolve all first level IT assistance requests in following areas.

• L2 Support – Ticket handling
• Preventative Maintenance
• Basic support on in-house Business Applications system (SAP & AS400 platform)
• MS Office 365 (Outlook, Word, Excel, PowerPoint)
• Windows W11
• Configuration and maintenance of multifunction Printer (HP, Xerox, Etc.)
• Remote access tools
• SharePoint End user troubleshooting
• Video Conferencing
• Laptop & Computer general usage
• Network troubleshooting and replacement
• Active Directory 2025 (Server and Client)
• My Access
• Windows File server management (access rights, folder management, etc)
• Mobile devices (iphones, IPAD, Etc.)

o TEAMS Phones

o Escalate IT issues for resolution where appropriate and in accordance with the Helpdesk policy.

o Communicate service outage / disruption notices to users that are affected by the outage.

o Maintain service records for maintenance carried out.

o Daily/Weekly Control checks.

o Required to travel between offices, to user location and BTQ where required.

o External Event Support.

o Brand Staff Sale Event.

o HAM - Asset management.

o Operations related Project Management & Support.

o CRC-ME Support.

o Provisioning of equipment for failure replacement or training requirements

• Handover of devices to users.
• AV Support