IT Field Support Specialist

<div><p>IT Field Operations — Support Specialist</p><p>Department: IT Field Operations (ITFO)</p><p>Reports To: Regional ITFO Management Lead</p><p>Job Type: Full-Time</p><h3>Job Summary</h3><p>The Support Specialist is responsible for providing advanced technical support, hardware lifecycle management, and onsite IT service delivery across regional locations.</p><p>This hybrid role combines:</p><ul><li>Level 2 technical troubleshooting</li><li>Field service operations</li><li>End-to-end hardware asset management</li></ul><p>The specialist ensures IT infrastructure and devices are deployed, maintained, and retired efficiently while supporting global standards and delivering strong end‑user experience.</p><h3>Key Responsibilities</h3><h3>1. Remote Desktop Support (Level 1.5)</h3><ul><li>Provide remote assistance to end users using tools such as:</li><li>TeamViewer</li><li>or similar platforms</li><li>Troubleshoot and resolve:</li><li>Software issues</li><li>Account‑related problems (no onsite visit required)</li><li>Support:</li><li>Incident triage</li><li>Ticket routing to Level 2 or specialized teams</li><li>Guide users through:</li><li>Self‑help solutions</li><li>Knowledge‑base resources</li><li>Ensure:</li><li>Proper documentation of all activities</li><li>High first‑contact resolution rate</li></ul><h3>2. Technical&Onsite Support (Level 2)</h3><ul><li>Provide onsite and remote Level 2 support for:</li></ul></div>#J-18808-Ljbffr