Field Technical Support

Description:• Provide advanced onsite IT support by responding to dispatched incidents and service requests within SLA timelines.• Perform in-depth troubleshooting and resolution for hardware, software, and connectivity issues across endpoints.• Handle device deployment, replacements, upgrades, and break-fix activities with higher ownership.• Support IMAC services (Install, Move, Add, Change) ensuring accuracy and minimal user disruption.• Act as a senior field resource, assisting Grade 6 technicians and guiding issue resolution.• Conduct initial root cause analysis (RCA) and ensure proper documentation before escalation.• Collaborate with L2/L3 teams and vendors for timely resolution of complex or recurring issues.• Maintain ticket updates, service documentation, and compliance with ITSM processes.• Ensure adherence to security policies, asset management, and operational standards.• Deliver high-quality user experience through proactive communication and efficient service delivery.