Job Summary
Senior Field Support Specialist
FSO Senior Engineer (L3) Role Summary The FSO Senior Engineer (L3) is a senior, site critical role responsible for delivering high quality, priority IT support in large and complex enterprise environments. The role combines advanced Level 3 technical expertise, strong customer engagement, and operational leadership to ensure business continuity for critical users and functions. This position operates with high autonomy, supports time sensitive issues, and plays a key role in maintaining service excellence at strategic locations.
Key Responsibilities Priority User Support • Act as a single point of contact for high priority users and business critical IT issues. • Deliver personalized, high quality support with rapid response and resolution. • Manage incidents with urgency and professionalism, ensuring minimal business disruption. Advanced Technical Support (L3) • Provide advanced Level 2/3 troubleshooting across Windows and macOS environments. • Support enterprise applications, collaboration tools, mobility devices, and peripherals. • Perform complex diagnostics, root cause analysis, and permanent fixes. • Coordinate with network, security, and infrastructure teams while retaining end to end ownership. Meeting Room & Event Readiness • Provide planned support for important meetings, events, and critical business sessions when required. • Ensure readiness of meeting rooms, collaboration technology, and audio/video systems. • Conduct proactive checks of critical rooms and shared technology spaces. Operational Leadership • Act as the senior onsite FSO resource for large or strategic locations. • Mentor and guide Band 1 and Band 2 technicians; provide escalation support and technical direction. • Ensure adherence to ITIL processes, service standards, and security policies. • Support local service improvements and operational stability. Availability & Coverage • Participate in on call and after hours rotations for critical incidents as required. • Support users across different time zones in coordination with remote support teams. Stakeholder Management • Build trusted relationships with senior business stakeholders and key users. • Communicate clearly and confidently during high pressure or high impact situations. • Handle sensitive information with discretion and professionalism.
Success Measures
• High satisfaction scores from priority users and stakeholders. • Consistent achievement or over achievement of SLA targets. • Reduced escalations and improved first time resolution. • Demonstrated reliability during critical incidents and business events.
Required Experience & Skills
• 4–5+ years of enterprise end user computing / deskside support experience, including Level 3 exposure. • Strong expertise in Windows, macOS, Office 365, collaboration platforms, and mobility solutions. • Experience supporting large sites or business critical user groups. • Excellent communication, customer service, and stakeholder management skills. • Ability to work independently, prioritize effectively, and perform under pressure. • Willingness to support after hours and on call requirements.
Recommended Band / Sub Band Band: Band 3 Sub Band: Band 3 – Senior / Premium Justification: This role aligns with Band 3 due to its senior technical scope, leadership responsibilities, and Level 3 support expectations. The Senior/Premium sub band reflects the criticality of the users supported, higher accountability, advanced skill requirements, and the need for availability beyond standard support roles.
Key Responsibilities
Hands & feet for digital workplace projects
Skill Requirements
Digital workplace troubleshooting and expert
Other Requirements
Hands & feet