IT Field Support Technician

. The incumbent is responsible for providing on-site technical support to our internal customers and ensure that our systems and networks are operating effectively. The Technician will be required to provide support and troubleshoot infrastructure and applications issues

Duties include, but not limited to:

• Provide on-site technical support to internal and external customers.
• Install, configure, and maintain hardware and software systems.
• Troubleshoot and resolve technical issues, both remotely and on-site.
• Ensure that systems and networks are operating effectively and securely.
• Train end-users in the use of hardware and software systems.
• Manage and track IT assets, including hardware and software inventory.
• Create and maintain documentation, including user manuals and support procedures.
• Collaborate with other IT teams locally and overseas to ensure that systems, software and networks are integrated effectively, improving internal and external client service.
• Keep up to date with new technologies and IT support best practices and make recommendations for improvements.
• Comply with and enforce policies, guidelines and procedures on all internal and external users.
• Regularly perform IT assets maintenance, keep an up-to-date resume and report formally any issue.
• Keep a log of activities to allow a proper track of resolution and client satisfaction.
• Support operations and incidents on applications and technological platforms, including support, maintenance, and updates.
• Report application deployment progress, maintenance, software updates, and operational issues to IT upper levels, end users, and stakeholders.

Education and qualifications

• Undergraduate / bachelor’s degree finished.
• Certifications, at least 1 technical certification related to the field.
• English Level, at least Beginner(A1), preferred Pre-intermediate(A2).

Skills/Competencies

• Ability to effectively communicate, engage and influence internal and external users to enforce policies and standards.
• Focus on client quality service, empathy, patience, and effectiveness in issues resolution.
• Ability to manage the IT vendor in terms of quality and SLA compliance.
• Analytical skills: Capacity to observe, analyze and develop creative and technical solutions to any problem raised by any user within the station.
• Excellent communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels.
• Ability to work under pressure and to meet tight deadlines.
• Ability to manage multiple tasks and priorities simultaneously.
• Ability to work effectively in a fast-paced environment.
• Willingness to travel to different locations when needed. 
• 3 to 7 years of experience in IT support.
• Experience troubleshooting hardware and software issues.
• Experience with Windows, and virtual machine operating systems.
• Familiarity with networking concepts, including TCP/IP, DNS, and DHCP.
• Basic knowledge in configuring communication appliances such as firewalls, switches, routers, Access Points, to act as remote hands and/or L1 support.
• Experience with remote support tools such as TeamViewer or Remote Desktop