L1/L2 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.

Tasks

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.

Requirements

Required:

• Experience: Minimum 2–3 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.