Field Technician

Socket.dev; New York (NY); On-site; USD 60,000 - 75,000; Full time

Job summary

Socket.dev is hiring an Onsite IT Support Technician in New York, United States. You will provide hands-on support for end-user hardware, software, and connectivity, while delivering a professional and customer-focused service.

You will log and resolve incidents in ServiceNow, troubleshoot Windows and macOS, support printers and AV equipment, and perform basic hardware upgrades. Strong communication and onsite availability are required.

Qualifications

• 2-3 years of onsite IT support experience within the local country.
• Strong verbal and written communication in English.
• Ability to work onsite in a customer-facing role.

Responsibilities

• Provide onsite and walk-in technical support for end-user hardware, software, and connectivity issues.
• Create, update, manage, and resolve incidents and service requests in ServiceNow.
• Troubleshoot Windows and macOS operating systems and peripherals.
• Support printers, network devices, and meeting-room AV equipment.
• Perform basic hardware upgrades and repairs (RAM, SSD/HDD, keyboard) where needed.

Skills

End-user support

Windows/macOS troubleshooting

Printer/peripheral support

English communication

Tools

ServiceNow

Job description

Onsite IT Support Technician

Position Summary

The Onsite IT Support Technician provides hands-on technical support to end users and supports the IT Link Walk-In Center. This position is responsible for resolving hardware, software, mobile device, network connectivity, and peripheral-related issues while delivering a professional and customer-focused support experience.

Key Responsibilities

• Provide onsite and walk-in technical support for end-user hardware, software, and connectivity issues.
• Create, update, manage, and resolve incidents and service requests in ServiceNow.
• Troubleshoot Microsoft Windows and Apple operating systems.
• Provide how-to assistance for company-issued IT devices and software.
• Support standard and non-standard hardware, including desktops, laptops, monitors, label printers, and other peripherals.
• Perform basic desktop and laptop hardware repairs and upgrades, including:
  • RAM upgrades
  • Keyboard replacements
  • SSD and hard-drive replacements
• Troubleshoot standard and non-standard software issues.
• Support Microsoft Office 365 applications.
• Install and deploy approved software.
• Provide Smart Hands support for technical teams, including:
  • Multifunction, standalone, and network printers and scanners
  • Toner and consumable replacements
  • Servers and storage equipment
• Support smartphones and portable devices, including SIM card handling and device provisioning.
• Provide meeting-room support for audio and video conferencing equipment.
• Assist with network cabling, port patching, Wi-Fi connectivity, and the replacement of routers, hubs, and switches.
• Support LAN closets, Main Distribution Frames (MDFs), and Intermediate Distribution Frames (IDFs).
• Maintain IT documentation, including asset records, knowledge articles, and site operations manuals.
• Manage onsite IT inventory and track incoming and outgoing equipment.

Required Qualifications

• 2-3 years of relevant onsite IT support experience within the local country.
• Strong verbal and written communication skills in English and the applicable local language.
• Strong interpersonal, customer-service, and problem-solving skills.
• Working knowledge of ServiceNow or a comparable IT service-management platform.
• Experience supporting Windows, macOS, Microsoft Office 365, mobile devices, printers, peripherals, and basic network infrastructure.
• Ability to perform basic hardware repairs, installations, and equipment replacements.
• Ability to work onsite and provide professional support in both scheduled and walk-in environments.

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