Job Summary

 As an IT Field Services & Onsite Support Technician, you will be a key member of our team, providing essential on-site technical support to our clients. You will be the first point of contact for resolving their technology issues, ensuring smooth operations, and maximizing their productivity. You will play a crucial role in maintaining the IT infrastructure and ensuring satisfaction. You will troubleshoot, diagnose, and resolve hardware and software issues, ensuring optimal system performance and user satisfaction. This role requires strong technical skills, excellent problem-solving abilities, and a customer-centric approach.

Key Responsibilities

Key Responsibilities:

• On-Site Support:
  • Travel to client sites to provide in-person technical assistance.
  • Install, configure, and upgrade computer hardware and software.
  • Troubleshoot and resolve a wide range of IT issues, including network connectivity, printer problems, and software malfunctions.

• • Audio and Video equipment Support including Health Checks 

• • Asset Management & Disposal
  • Data recovery and backup solutions

• Problem Diagnosis and Resolution:
  • Utilize diagnostic tools and techniques to identify the root cause of technical problems.
  • Implement effective troubleshooting strategies to resolve issues promptly and efficiently.
  • Escalate complex issues to higher-level support teams as needed.
  • Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support. 
  • Coordination with IT Network and Unified Communications team and dispatch vendor technicians to install network equipment, coordinate with Client’s third-party suppliers for issues/repair of circuits and RMA.
  • Eyes, hands, and feet support for network issues including setup, installation and supporting the configuration as needed, testing circuits, connectivity, and validation of network equipment.

• • Coordinate with external vendors for dispatch support. 

• Asset Management:

• • Inventory and Asset Management – Depot Operations 

• • Ensure proper handling and disposal of IT assets.
  • Shipping coordination, Disposal, redeployment, and Asset reclaim including the equipment in Telco rooms.  

• • Hardware Refresh, Depot Services support, Warranty and Out-of-warranty repair and replacement coordination

• Network Management

• • Streamline network operations by coordinating with ITNUC teams to schedule efficient installations.
  • Proactively address circuit issues and facilitate repairs in partnership with clients' third-party suppliers to minimize downtime.
  • Implement and maintain meticulous cable management practices to ensure optimal network performance and aesthetics.

Skill Requirements

• • Effective Communication: Clearly explaining technical concepts to non-technical customers. Excellent verbal and written communication skills.
  • Problem-Solving: Identifying and resolving customer issues efficiently and accurately.
  • Patience and Empathy: Ability to build professional rapport with clients and maintain positive relationships.

Attention to detail and strong organizational skills

Other Requirements