Field Support Technician

$38,000 - $59,000/Yr

TMP Worldwide for HCL Technologies Limited - Infra US- INR - Syracuse, NY

Full-time - Mid Level

Syracuse, NY

About the position

As an IT Field Services & Onsite Support Technician, you will provide essential on-site technical support to clients, acting as the first point of contact for resolving technology issues. Your role will involve troubleshooting, diagnosing, and resolving hardware and software issues to ensure optimal system performance and user satisfaction. You will also be responsible for maintaining the IT infrastructure and ensuring smooth operations for clients.

Responsibilities

• Travel to client sites to provide in-person technical assistance.
• Install, configure, and upgrade computer hardware and software.
• Troubleshoot and resolve a wide range of IT issues, including network connectivity, printer problems, and software malfunctions.
• Provide audio and video equipment support including health checks.
• Manage asset handling and disposal, including shipping coordination and equipment redeployment.
• Utilize diagnostic tools to identify the root cause of technical problems and implement effective troubleshooting strategies.
• Image and install software on Windows and Apple laptops/desktops.
• Coordinate with IT Network and Unified Communications teams and dispatch vendor technicians for network equipment installation.
• Provide eyes, hands, and feet support for network issues, including setup and configuration assistance.
• Interact with clients professionally and document all service requests and resolutions.
• Manage ticket queues and ensure timely updates to avoid escalations.

Requirements

• 3-5 years of hands-on experience providing IT support in deskside, remote desktop, or field environments.
• Proficient in troubleshooting and resolving issues on Windows and macOS devices.
• Skilled in efficient Windows OS imaging processes.
• Proficiency in troubleshooting network connectivity issues and knowledge of networking protocols (TCP/IP, DNS, DHCP, routing protocols).
• Technical certifications are preferred.
• Prior experience in the telecom industry as a Field Services Technician is an advantage.

Nice-to-haves

• Mobile device repair skills, such as fixing cracked screens and battery replacements.
• Basic understanding of audio video equipment connections.

Benefits

• AD&D insurance
• Paid holidays
• Disability insurance
• Health insurance
• Unlimited paid time off
• Dental insurance
• 401(k)
• Paid time off
• Employee assistance program
• Vision insurance