Field Services Technician

Mirion Technologies; Florham Park (NJ); On-site; USD 55,000 - 75,000; Full time

Job summary

Mirion Technologies is seeking a Field Services Technician to deliver reliable IT support to end users across NA, EMEA, and APAC. You will handle incidents, manage the ticket queue, and provide hands-on assistance as part of the Field Services team.

Reporting to the Service Delivery Manager, you’ll liaise with the Service Desk, escalate when needed, and maintain accurate documentation. Strong Windows, MS 365, and AD skills are required, with a focus on user-centric service delivery.

Qualifications

• Degree or equivalent in IT/CS or related field, or equivalent practical experience.
• 1–3 years IT support experience.
• Certifications such as CompTIA A+, Microsoft MDT are a plus.

Responsibilities

• Participate in ticket queue monitoring and assignment; route incidents appropriately.
• Triage and resolve end user incidents and requests within SLAs.
• Coordinate with Service Desk for handovers, escalations, and updates.
• Escalate complex issues with documentation to Field Services Lead.
• Provide tech support across NA, EMEA, and APAC across time zones.

Skills

Windows OS

Microsoft 365

Active Directory / Azure AD

Networking basics

ITIL familiarity

IT ticketing systems

Communication skills

Time zone awareness

On-call readiness

Troubleshooting hardware

Education

Degree in IT/CS or related field

CompTIA A+ certification

Microsoft Modern Desktop Administrator certification

Tools

Microsoft Intune

Job description

The Field Services Technician delivers reliable, high-quality IT support to end users across all our regions. Working as part of the Field Services team and reporting to the Service Delivery Manager, this role is a key contributor to day-to-day IT operations — handling incidents and service requests, participating in the ticket queue rota, and providing hands‑on support.

Essential Duties

• Participate in the scheduled rota for ticket queue monitoring and assignment, ensuring all incoming incidents and service requests are picked up promptly and routed to the right resource.
• Triage and resolve end user incidents and requests through the IT service management system, meeting defined service level targets.
• Liaise with the Service Desk to ensure smooth handover and communication on open tickets, escalations, and updates.
• Escalate complex or unresolved issues to the Field Services Lead as appropriate, with clear documentation of steps taken.
• Provide technical assistance and support to employees across EMEA and APAC, working across different time zones and cultural contexts with a positive, user‑focused approach.
• Support endpoint technologies including laptops, desktops, mobile devices, printers, and peripherals.
• Deliver IT inductions for new starters and lead onboarding and offboarding processes for assigned new starts or leavers.
• Support device lifecycle processes including configuration, deployment, patching, replacement, and disposal.
• Maintain accurate inventory records for IT hardware and equipment across assigned locations.
• Contribute to the creation and maintenance of knowledge base articles, user guides, and support documentation.
• Support IT projects, system upgrades, and technology improvement initiatives as directed.

Essential Requirements

• Comfortable supporting users across NA, EMEA and APAC, with an appreciation for working across different cultures and time zones.
• Solid working knowledge of Microsoft Windows operating systems and Microsoft 365 applications.
• Experience in an IT support or helpdesk role, handling hardware, software, and connectivity issues.
• Familiarity with Active Directory and Microsoft Entra ID (Azure AD) user and group administration.
• Good understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi‑Fi, and VPN.
• Experience with IT ticketing systems and service management practices.
• Strong communication and interpersonal skills, able to work effectively with technical and non‑technical users.
• Ability to manage multiple priorities and remain effective in a fast‑paced, international environment.
• Willingness to participate in an on‑call or after‑hours support rota as needed.
• Ability to travel up to 10% of the time across NA.

Additional Requirements

• Familiarity with IT service management frameworks such as ITIL is preferred.
• Experience with endpoint management platforms (e.g. Microsoft Intune) is desirable.
• Knowledge of cybersecurity best practices is advantageous.

Education & Experience

• A degree or equivalent qualification in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 1–3 years of experience in an IT support role.
• Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar are a plus.