About the role
AI summarisedThe IT Technical Specialist provides field service support for personal computers and related systems, ensuring timely resolution of customer-reported issues through accurate problem classification and adherence to priority-based response timelines. Responsibilities include performing installations, upgrades, backups, troubleshooting software and hardware failures, identifying network-related PC issues, maintaining compliance in desktop environments, and delivering high-level customer service. The role operates primarily on a day shift with flexibility for alternative arrangements based on business needs.
IDMOnsiteIT
Key Responsibilities
- Priority 1 – contact customer immediately, begin working on problem as soon as possible
- Priority 2 – contact customer within 1 hour, begin working on problem within 2 hours
- Priority 3 – contact customer within 12 hours, begin working on problem within 24 hours
- Ensure customers and co-workers are kept abreast on the incident status by providing detailed daily incident documentation
- Update and refer to the Worldwide Knowledgebase and the Field Services Best Practice Library
- Read technical articles and entries about common fixes/bugs to stay current
- Support uptime targets by properly classifying workstations by Managed Level, PC Type, Windows patch level, and up-to-date anti-virus system
- Perform all installations, upgrades, and backups of software and hardware applications
- Troubleshoot software and hardware failures, and identify network problems when they relate to PCs
- The role operates on a permanent day shift schedule (8:00am–5:30pm, Monday to Friday)
Requirements
- Diploma in Information Technology (IT)
- Prior experience will be considered an advantage
- Ability to support alternative shift arrangements based on business needs
- Proficiency in classifying customer-reported problems using sub-resolution, system, and keywords
- Experience in identifying and monitoring recurring problems for engineering reporting
- Skill in establishing and maintaining a compliant desktop environment
- Knowledge of worldwide knowledgebase and field services best practices
- Capability to perform software and hardware installations, upgrades, and backups
- Competence in troubleshooting software and hardware failures
- Ability to identify network problems related to PCs
- Strong customer service and communication skills
- Attention to detail in incident documentation and follow-up
- Familiarity with PC types, Windows patch levels, and antivirus systems