IT Field Support

Job Description

Key Responsibilities

• Incident & Service Request Handling: Log, triage, prioritize, and resolve incidents and service requests in line with ITIL practices and agreed SLAs, ensuring accurate categorization, timely user updates, and clean ticket closure in the ITSM platform (ServiceNow).
• Deskside & Field Device Support: Provide remote support for laptops, desktops, mobile devices, and peripherals, including hardware and software diagnostics.
• Software & Application Support: Hands-on or remotely install, configure, update, and troubleshoot operating systems (Windows 11), M365 and O365 applications, and business applications.
• First-Line IAM Administration: Execute routine identity and access tasks such as account provisioning, password resets, MFA enrolment, and access changes.
• Connectivity Troubleshooting: Diagnose and resolve first-line network issues (LAN, WAN, Wi-Fi, remote access), perform basic patching and physical network tasks remotely or on-site, and escalate to infrastructure teams where needed.
• Knowledge & Problem Management Contribution — Create and maintain knowledge articles, identify recurring incidents and shift-left opportunities, and surface root-cause patterns from the front line into problem management.
• Project & Rollout Support: Participate in IT projects such as hardware refreshes, site setups, migrations, and application rollouts, providing remote and on-site implementation assistance and end-user support.
• Audit Support: Assist internal audits through centrally defined checklists.
• International Collaboration: Work with support teams across the region and around the globe.

Training & Certifications

Required:

• ITIL4 Foundation
• Microsoft Certified: M365 Fundamentals(MS-900) or Modern Desktop Administrator (MD-102) or Azure Fundamentals (AZ-900)
• CompTIA A+ (or equivalent)

Desired:

• CompTIA Network+ (or equivalent)
• CompTIA Security+ (or equivalent)
• Cisco CCST or CCNA
• ServiceNow ITSM Fundamentals

Are you interested in this position?
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