IT Field Support Specialist

IT Field Operations Support Specialist

Department: IT Field Operations (ITFO)

Reports To: Regional ITFO Management Lead

Job Type: Full-Time

Job Summary

The Support Specialist is responsible for providing advanced technical support, hardware lifecycle management, and onsite IT service delivery across regional locations.

This hybrid role combines:

• Level 1.5 (remote desktop support)
• Level 2 technical troubleshooting
• Field service operations
• End-to-end hardware asset management

The specialist ensures IT infrastructure and devices are deployed, maintained, and retired efficiently while supporting global standards and delivering strong end-user experience.

Key Responsibilities

1. Remote Desktop Support (Level 1.5)

• Provide remote assistance to end users using tools such as:
• Microsoft Endpoint Manager
• Intune
• TeamViewer
• or similar platforms
• Troubleshoot and resolve:
• Software issues
• Configuration errors
• Account-related problems (no onsite visit required)
• Support:
• Incident triage
• Initial diagnostics
• Ticket routing to Level 2 or specialized teams
• Guide users through:
• Self-help solutions
• Knowledge-base resources
• Ensure:
• Proper documentation of all activities
• High first-contact resolution rate

2. Technical & Onsite Support (Level 2)

• Provide onsite and remote Level 2 support for:
• Hardware
• Software
• Network-related issues