IT Field Support Technician

Náplň práce, právomoci a zodpovednosti:

Field Support Technician provides high-quality technical support to end-users through on-site and remote assistance. This role combines hands-on field support with service desk responsibilities, including installation, configuration, troubleshooting, and user assistance for hardware, software, networks, printers, mobile devices, and collaboration tools. The successful candidate will provide exemplary customer service, resolve incidents and requests efficiently, document solutions clearly, and work closely with IT colleagues and vendors to maintain reliable end-user services. 

Specific Responsibilities:

• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, mobile devices, videoconference equipment, and related software and peripherals. 

• Provide technical support through phone, email, ticketing systems, video conferencing, in person, and at remote sites or trade shows as required. 

• Diagnose and resolve incidents involving hardware, software, email, internet, VPN, printers, and local or wireless network connectivity. 

• Assist with the setup, support, and basic maintenance of LAN, WAN, wireless networks, and network devices such as routers, switches, and firewalls. 

• Guide end users through issue resolution using standard operating procedures and document incidents, resolutions, and knowledge articles within the ticketing system. 

• Monitor ticket queues and call volumes, prioritize responses appropriately, follow up on ticket status, and escalate major or complex incidents when necessary. 

• Support employee onboarding and offboarding activities, including device setup, account readiness, and access coordination. 

• Deliver user training and ongoing support for core applications, collaboration tools, and workplace technologies. 

• Maintain accurate hardware and software inventory records, generate support activity reports, and contribute to continuous improvement of IT support processes. 

• Collaborate with internal IT teams and external vendors while following ITIL best practices and staying current with evolving technologies. 

Reporting Lines:

This position reports to: Senior Director, Information Technology EMEA

List direct reports to this position: N/A

Zamestnanecké výhody, benefity:

• Global Working Environment
• Hybrid Work Model /1 day of Home Office work in a week/
• Meal vouchers fully paid by the employer (7,50€/working day)
  
• Referral program
  
• Learning & Development - We're committed to supporting your continuous learning. For our employees, we are offering language courses, access to online learning platforms  and much more.
• 2x sick day + Birthday day off
  
• Employee discounts - Eligible to receive free toys during the holiday season and can purchase toys for discounted prices.
  
• Possibility of career growth
  
• Flexible working hours
  
• Employee Assistance Program
  
• Medical care benefit
• Multi sport card
  
• Life and Accident Insurance
• Employee Share Purchase Plan

Požiadavky na zamestnanca:

• Bachelor's degree in computer science, information technology, or a related field is preferred
  
• Minimum of 4 years of experience in IT field support or a similar role.
• Proven experience in installing, configuring, and troubleshooting hardware and software systems.
• Experience with network setup and troubleshooting, including LAN, WAN, and wireless networks.
• Familiarity with virtualization technologies such as VMWare.
• Strong knowledge of IT best practices and security principles.
• Successfully completed ITIL Foundations.
• Ability to plan, implement, test, and troubleshoot system software and hardware.
• Relevant industry certifications such as A+, Network+, MCSE, or CCNA are advantageous.

• Technical proficiency: Strong knowledge of hardware, software, and network systems, including installation, configuration, and troubleshooting. Familiarity with operating systems such as Windows and Mac, Microsoft Office suite, and networking protocols.
• Problem-solving skills: Ability to identify and diagnose technical issues effectively and propose appropriate solutions. Strong troubleshooting skills and the ability to analyze complex problems.
• Communication skills: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical individuals and provide user support in a customer-focused and friendly manner.
• Time management and multitasking: Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Adaptability: Willingness to work in various settings and adapt to changing circumstances and technologies.
• Teamwork and collaboration: Ability to work well within a team, collaborate effectively, and contribute to a positive work environment.