L1L2 IT DESKSIDE & FIELD TECHNICIAN

The L1/L2 IT Deskside & Field Technician provides Tier 1 routine break-fix and Tier 2 hands-on support for end-user devices peripherals and local hardware. This role focuses on PC deployment IMACD (Installs Moves Adds Changes De-installations) local software/OS troubleshooting physical hardware maintenance and smart hands support for network and server room equipment under remote instruction.

1. Deskside & End-User Support

• Resolve desktop laptop printer scanner card reader and VoIP desk phone hardware/software issues for local end users.
• Image deploy and configure desktops and laptops using approved enterprise tools; set up standard operating systems core applications BIOS disk encryption and VPN settings.
• Perform IMACD activities including setting up new workstations equipment relocations drive wiping and staging devices for disposal or redeployment.
• Execute routine hardware break-fix and component replacements (RAM drives screens) using onsite spare parts.
• Provide priority deskside support for VIP users as needed.

2. Smart Hands & Onsite Hardware Support

• Perform physical smart hands tasks in server rooms/data centers: racking and stacking servers switch installation device restarts cable patching and disk/memory swaps.
• Carry out physical checks on network LEDs cabling and Wireless Access Points (WAPs up to 3 meters height).
• Execute basic network port and connectivity checks under remote guidance from Tier 3 infrastructure teams.

3. Ticket & Asset Management

• Log update and close incident/request tickets in real-time; capture end-user sign-offs upon completion.
• Track local inventory manage onsite spare parts pack RMA items and coordinate hardware warranty repairs with OEM vendors.
• Document common issue resolutions for the internal knowledge base.

Required:

• Experience: Minimum 23 years in IT end-user support field service or deskside technician roles.
• Technical Skills:
• Active Directory user administration (passwords group membership) and OS imaging tools.
• Hands-on Windows OS troubleshooting Microsoft Office/365 and PC hardware diagnostics.
• Basic TCP/IP network troubleshooting Wi-Fi connectivity and NTFS/share permissions.
• Setup and hardware support for printers handheld scanners and VoIP desk phones.
• General understanding of server hardware switches and patch panels for physical handling.
• Soft Skills: Clear communication skills with the ability to explain basic technical steps to non-technical users.
• Process: Ability to follow standard operating procedures multitask and manage ticketing queues effectively.

Preferred:

• Experience working in manufacturing or factory environments.
• Diploma or degree in Information Technology or computer hardware.
• Entry-level certifications: CompTIA A ITIL Foundation or Microsoft Desktop Support certifications.