Job Summary
This role is crucial for ensuring the reliable operation, maintenance, and deployment of all local IT systems, minimizing downtime, and providing excellent technical support to local staff. The ideal candidate is a hands-on problem-solver with strong technical acumen and excellent customer service skills.
Key Responsibilities
1. Technical Support and Incident Resolution:
• Provide L2 and L3 technical support for all field-related incidents and service requests, including troubleshooting hardware, software, network connectivity, and specialized site equipment (e.g., POS systems, local servers, IP cameras).
• Perform timely diagnosis, repair, and replacement of failed IT equipment, managing local spare parts inventory and logistics.
• Document all support activities, resolutions, and technical findings accurately in the IT Service Management (ITSM) system.
• Act as the technical point of contact during major site-specific incidents, ensuring effective communication and quick resolution.
2. Infrastructure Maintenance and Deployment:
• Perform regular preventative maintenance on local network closets, servers, and endpoint hardware, ensuring systems are patched, secured, and running optimally.
• Execute standardized equipment deployments for new site openings, technology refreshes, and site closure/decommissioning projects, adhering strictly to central IT standards.
• Manage local user accounts, access controls, and security policies as mandated by the central IT Security team.
• Collaborate with centralized Infrastructure and Networking teams on remote diagnostics, troubleshooting, and scheduled upgrades.
3. Asset Management and Documentation:
• Maintain accurate inventory records of all IT assets at assigned field locations, tracking asset lifecycle from deployment to disposal.
• Create and update technical documentation, knowledge base articles, and site-specific runbooks to empower local staff and improve First Call Resolution (FCR) rates.
• Ensure local compliance with corporate IT policies, licensing requirements, and physical security standards for IT equipment.
Qualifications
Technical Skills
• 3+ years of hands-on experience in IT Support, Field Service Engineering, or Systems Administration supporting a multi-site environment.
• Strong proficiency in troubleshooting PC/laptop hardware, operating systems (Windows 10/11), and common enterprise applications.
• Solid working knowledge of network fundamentals (TCP/IP, DNS, DHCP, basic routing, and switching) and remote access technologies (VPN).
• Experience with managing and troubleshooting specialized field equipment (e.g., Point-of-Sale/POS systems, local printers, industrial scanners).
• Experience with Active Directory and basic server maintenance/virtualization (VMware/Hyper-V).
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator are highly desirable.
Professional Skills
• Excellent customer service, communication, and interpersonal skills, with the ability to clearly explain technical issues to non-technical users.
• Proven ability to work independently, prioritize tasks, and manage time effectively in a dynamic environment.
• Willingness to travel to assigned sites as required for installations, break-fix, and maintenance.
