IT Field Support Technician

Job Description:

The IT Field Support Technician is responsible for providing technical support and assistance to end-users at various sites. They ensure the effective functioning of IT systems and services, coordinate with the Helpdesk Team, Infrastructure Team, and manage on-site IT activities, including networking, under the direction of the IT On-Site Manager.

Roles and Responsibilities:

1. End-User Support:

• Provide responsive first and second-level technical support to end-users, resolving hardware and software issues promptly.
• Diagnose and troubleshoot problems reported by users, ensuring minimal disruption to operations.
• Address any technical requirements presented by users, proposing effective and efficient solutions aligned with company policies and standards

2. Site IT Management:

• Ensure seamless operation of IT systems and services at the site, maintaining high availability and reliability.
• Collaborate closely with the Infrastructure Team to escalate and resolve complex issues affecting site operations.

3. Networking Support:

• Assist in managing and troubleshooting on-site network infrastructure, ensuring optimal network performance and connectivity.
• Collaborate with the networking team to implement and test network solutions and configurations as required.

4. Hardware and Software Management:

• Install, configure, and maintain IT hardware and software, adhering to company standards and procedures.
• Conduct regular updates and patches to maintain system security and performance, following guidelines set by Infrastructure Engineers.

5. Proposal of Solutions and Technical Requirements:

• Address any technical requirements presented by users, proposing effective and efficient solutions aligned with company policies and standards.
• Participate actively in discussions and planning sessions related to technology solutions and improvements.

6. Project Involvement:

• Contribute to and participate in projects involving technology, providing technical expertise and support as needed.
• Collaborate with project teams to implement IT solutions, ensuring they meet user needs and align with organizational goals.

7. Coordination and Communication:

• Serve as a primary point of contact and liaison between site users and the IT department, ensuring effective communication of technical issues and solutions.
• Provide clear and understandable explanations to non-technical users, facilitating efficient resolution of IT-related problems.
• Participate actively in discussions and planning sessions related to technology solutions and improvements. Actively participate in the change control process and adhering to company practices.

8. Documentation and Reporting:

• Maintain accurate records of all support activities and resolutions, ensuring comprehensive documentation of incidents and service requests.
• Document site-specific IT configurations, procedures, and changes to facilitate knowledge sharing and compliance with organizational standards.

9. Responsible for executing, supporting, and enforcing the Company's Environmental, Health and Safety program as required by OIS policy, directives, and principles.

Required Skills:

• Strong troubleshooting and problem-solving abilities.
• Experience with desktop and laptop hardware.
• Knowledge of operating systems (Windows, Linux, macOS).
• Basic understanding of networking principles and devices.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.

Required Education:

• Associate degree in Information Technology, Computer Science, or a related field or equivalent experience in lieu of a degree.
• Relevant certifications (e.g., CompTIA A , Microsoft Certified: Modern Desktop Administrator Associate).

Required Experience:

• Minimum of 2-4 years of experience in IT support roles.
• Proven experience in troubleshooting hardware and software issues.
• Experience with operating systems (Windows, Linux, macOS).
• Basic experience with networking principles and devices.
• Prior experience providing technical support in a field environment is a plus.