IT Field Support Technician

Odmeňovanie

Information about the position

Field Support Technician provides high-quality technical support to end-users through on-site and remote assistance. This role combines hands-on field support with service desk responsibilities, including installation, configuration, troubleshooting, and user assistance for hardware, software, networks, printers, mobile devices, and collaboration tools. The successful candidate will provide exemplary customer service, resolve incidents and requests efficiently, document solutions clearly, and work closely with IT colleagues and vendors to maintain reliable end-user services.

Specific Responsibilities

• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, mobile devices, videoconference equipment, and related software and peripherals.
• Provide technical support through phone, email, ticketing systems, video conferencing, in person, and at remote sites or trade shows as required.
• Diagnose and resolve incidents involving hardware, software, email, internet, VPN, printers, and local or wireless network connectivity.
• Assist with the setup, support, and basic maintenance of LAN, WAN, wireless networks, and network devices such as routers, switches, and firewalls.
• Guide end users through issue resolution using standard operating procedures and document incidents, resolutions, and knowledge articles within the ticketing system.
• Monitor ticket queues and call volumes, prioritize responses appropriately, follow up on ticket status, and escalate major or complex incidents when necessary.
• Support employee onboarding and offboarding activities, including device setup, account readiness, and access coordination.
• Deliver user training and ongoing support for core applications, collaboration tools, and workplace technologies.
• Maintain accurate hardware and software inventory records, generate support activity reports, and contribute to continuous improvement of IT support processes.
• Collaborate with internal IT teams and external vendors while following ITIL best practices and staying current with evolving technologies.
• This position reports to: Senior Director, Information Technology EMEA
• List direct reports to this position: N/A

Employee perks, benefits

• Global Working Environment
• Hybrid Work Model /1 day of Home Office work in a week/
• Meal vouchers fully paid by the employer (7,50€/working day)
• Referral program