Job description:

Job Description: Desk Site Support or Field Support Technician

Responsibilities
Provide desk site support or field support to customers, depending on the location and nature of the issue.
Diagnose and resolve technical problems related to hardware, software, network, and peripherals.
Install, configure, and upgrade hardware and software systems, following company policies and procedures.
Perform preventive maintenance and backup of hardware and software systems.
Document and update service requests, incidents, and solutions in the ticketing system.
Escalate complex issues to senior technicians or engineers, as needed.
Train and assist customers on how to use hardware and software systems.
Following upon Procurement and warranty tracking.
Follow health and safety regulations and guidelines when working on site.
Provide regularly scheduled, ongoing equipment maintenance visits

Qualifications
4 years of experience as a desk site support or field support technician, or similar role.
Strong knowledge of Windows and Mac operating systems, and Microsoft Office applications.
Working knowledge of hardware and software installation, configuration, and troubleshooting.
Working knowledge of network protocols, devices, and security.
Excellent communication, customer service, and problem-solving skills.
Ability to work independently and as part of a team.
Ability to work under pressure and meet deadlines.
Availability to work on call, weekends, and holidays, as needed.

• To maintain SOP's and runbooks of the respective technical track.
• To attend and handle complex L2 calls
• To handle L3 complex calls under L3 Engineer
• To provide telephonic and remote trouble shooting support