Field Support Technician

Black & Grey HR is partnering with a leading enterprise technology organization to hire an experienced Field Support Technician. This opportunity is ideal for professionals with a strong background in end-user computing, hardware/software troubleshooting, and executive-level IT support. A valid driver's license is mandatory for this role. Key Responsibilities: IT Operational Support - Provide first- and second-level support for desktops, laptops, mobile devices, and peripherals. - Troubleshoot and resolve hardware, software, network, and application issues. - Install, configure, and maintain operating systems (Windows/macOS) and approved enterprise software. - Support video conferencing tools, printers, and office IT equipment. - Manage and resolve incidents and service requests within defined SLA timelines. - Document issues, resolutions, and processes in the ticketing system. - Assist in IT onboarding/offboarding processes, including device setup, configuration, and retrieval. - Coordinate with vendors for repairs, replacements, and warranty claims. - Provide remote support for offsite or hybrid employees. - Escalate unresolved issues to higher-level support teams when required. Enterprise Collaboration & Identity Support - Support end-user access to Microsoft 365, including Outlook, Teams, and SharePoint. - Assist with user provisioning and de-provisioning related to identity management (e.g., Active Directory, Azure Entra ID) from the endpoint perspective. - Enforce security and compliance policies on end-user devices. Asset Management - Participate in IT asset management and periodic inventory checks. - Communicate asset management strategies to team members and stakeholders effectively. - Track hardware lifecycle and ensure accurate inventory records. Security & Operations - Ensure compliance with IT policies, security standards, and best practices. - Support security tools such as antivirus, endpoint protection, and MFA on end-user devices. - Maintain technical documentation and standard operating procedures (SOPs). - Participate in incident, change, and service management activities. Requirements Experience - Minimum 5 years of work experience in the IT industry. - 3 years of experience in positions and responsibilities within IT Service Management or End User Computing / Equipment Domain. - Proven experience handling VIP/end-user executive support. - Strong knowledge of Windows OS environments. - Familiarity with Microsoft 365, Outlook, Teams, and basic network troubleshooting. - Experience with ticketing tools and Managed Print Services. - Understanding of security tools such as antivirus, endpoint protection, and MFA. Education & Certifications - Bachelor’s degree in Information Technology (BSc), Computer Science, or a related field (BSc of Engineering or BSc of IT). - Microsoft Certified: Modern Desktop Administrator (preferred). - Certification in ITIL or other similar areas of IT Service Management (preferred). Benefits - Competitive Salary + Benefits