Field Support Technician

Sira Consulting, an Inc 5000 company; City of Troy (NY); On-site; USD 52,000 - 68,000; Full time

Job summary

Sira Consulting is seeking an on-site IT support specialist to deliver deskside, OSS, and FSO support for desktops, laptops, tablets, smartphones, and AV equipment.

The role emphasizes strong communication, OS imaging, and incident resolution within established SLAs, with responsibilities spanning software installation, testing, and basic network connectivity.

Qualifications

• Experience delivering deskside/OSS/FSO support to desktops, laptops, tablets, and mobile devices.
• Strong knowledge of Windows 11 and related IT administration concepts.
• Proficient with Office 365, Teams, Google apps and common IT service management tooling.
• Experience with Azure, Intune, and Active Directory users and groups.
• Ability to communicate clearly in English (and local language).
• Basic understanding of LAN technologies and video conferencing systems.

Responsibilities

• Provide deskside/OSS/FSO technical support for desktops, laptops, tablets, phones, and AV gear.
• Diagnose, repair, image OS, and perform routine system administration tasks.
• Respond to tickets, update users, and meet SLA requirements.
• Support on-site infrastructure and assist with network connectivity issues.
• Offer on-call support during weekends/holidays as required.
• Assist with asset inventory and user training on hardware/software.

Skills

Windows 11 & legacy versions

Office 365

Microsoft Teams

Google

ServiceNow

Azure

Intune

Active Directory

AD Groups & Policies

LAN basics

Video conferencing support

English communication

Job description

• Have own vehicle to drive to different locations and support end Users / Mileage will be reimbursed.
• Will be available on call support during weekends/ holidays as per request.
• You will be required to provide Deskside / OSS / FSO technical support to Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation and troubleshooting and any other related technology.
• Providing a high level of customer satisfaction and extremely strong communicator in both verbal and written communicate in the local language.
• Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
• Work self-sufficiently to perform fault diagnostics, delivery user requirements, while maintaining standards and SLAs.
• Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.
• Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
• Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates
• To provide infrastructure administration functions
• Providing on-site cover as part of a shift arrangement
• Support inline with contracted business working hours
• Provide site support in remote offices when required
• Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities
• Taking ownership of issues through to resolution on all appropriate requests
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
• Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service
• Providing daily ticket updates to ensure users are fully updated on updates
• Move equipment associated with service requests, inline with health and safety guidelines
• Performing asset inventory activities as needed
• End user training and guidance on the use of hardware and software
• Recommends and / or performs upgrades to end user devices
• This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork
• Performs other duties as assigned

Skills Required

• Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, Service Now and other well-known applications
• Administration experience of Azure, Intune, MS Active Directory users & groups, policies and management concepts
• Effective communication in English and/or local language
• Basic known workings of LAN technologies and hardware
• Ability to support technically video conferencing equipment