IT Field Support Technician – End‑User Services

About the role

This position is designed for a hands‑on IT professional who thrives in a fast‑paced environment and enjoys solving technical issues for end users. You will provide first‑ and second‑level support across a range of devices and ensure smooth operation of the organization’s IT infrastructure.

Key responsibilities

• Deliver first‑ and second‑level support for desktops, laptops, mobile devices, printers and other peripherals.
• Troubleshoot hardware, software, network and application issues and resolve incidents within SLA timelines.
• Install, configure and maintain Windows and macOS systems and approved applications.
• Support video‑conferencing tools, managed print services and office IT equipment.
• Log, track and document all tickets in the ticketing system.
• Assist with onboarding and off‑boarding, including device setup and retrieval.
• Coordinate with vendors for repairs, replacements and warranty claims.
• Ensure compliance with IT policies, security standards and best practices.
• Provide remote support for off‑site or hybrid users and escalate complex issues when necessary.
• Support IT asset tracking, inventory processes and communicate updates to stakeholders.

Required profile

• Minimum 5 years of IT experience, including at least 3 years in IT Service Management or End‑User Support.
• Proven experience supporting VIP or executive users.
• Bachelor’s degree in IT, Computer Science, Engineering or related field.
• Microsoft Certified: Modern Desktop Administrator (preferred) and ITIL or equivalent certification.
• Valid driver’s licence (mandatory).

Required skills

• Strong knowledge of Windows and macOS environments.
• Experience with Microsoft 365, Outlook and Teams.
• Basic network troubleshooting.
• Proficiency with ticketing systems and Managed Print Services.
• Understanding of endpoint security tools, antivirus solutions and multi‑factor authentication.
• Familiarity with video‑conferencing tools and printer support.
• Asset tracking and inventory management.