Technician, IT
Core
Field Service Technician responsible for classifying customer-reported IT problems, maintaining compliant desktop environments, and performing hardware/software maintenance.
Role type
Field Service Technician
Builds
Maintains desktop environments and supports uptime targets for customer workstations
Domain
IT Infrastructure / Hardware Support
Deliverable
client delivery
Required skills
hardware troubleshooting, software installation, network problem identification, incident documentation, customer service, preventative maintenance
Preferred skills
AI tool integration, continuous improvement initiatives
Technologies
Windows, anti-virus systems, sub-resolution systems
Responsibilities
Classify customer-reported problems using keywords and system data; Meet specified timelines for priority 1, 2, and 3 incidents; Document daily incident status; Update Worldwide Knowledgebase and Field Services Best Practice Library; Support uptime targets by classifying workstations by Managed Level and patch level; Perform installations, upgrades, and backups of software and hardware; Troubleshoot software and hardware failures; Provide high-level customer service.
Seniority
Entry-level to Mid-level, hands-on IC
