IT Field Service Support

TechDigital Group; Malden (MA); On-site; USD 52,000 - 76,000; Full time

Job summary

TechDigital Group in Malden, MA seeks an experienced IT Support Specialist to deliver deskside and OSS/FSO support for desktops, laptops, printers, mobile devices, AV gear, and networked equipment. You will install, test, and troubleshoot hardware and software within set SLAs.

You will work in a BAU and project environment, provide second-line support, manage end-user tickets, assist with imaging, software deployment, and on-site coverage as part of shift rotations, and communicate clearly with

Qualifications

• Strong IT infrastructure skills across desktops, laptops, printers and mobile devices.
• Proficient with Windows 11, Office 365, Teams, Google apps, and ServiceNow.
• Experience with Azure AD/Intune and policy management.

Responsibilities

• Provide deskside/OSS/FSO support for devices and peripherals.
• Perform second-line IT support to resolve end-user issues.
• Manage and update user tickets in the service desk system.
• Imaging, software deployment, and basic network connectivity troubleshooting.
• Provide on-site coverage as part of shift rotation and maintain SLAs.

Skills

Desktop & devices

Windows 11 / Office 365

Azure & AD

English communication

Networking basics

Video conferencing support

Tools

ServiceNow

Active Directory

Azure

Intune

Job description

• Ability to travel to remote locations
• 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:

• Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• 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