Field Support Representative Level 1
Job Summary
We are looking for a Field Support Representative – Level 1 with a minimum of 2 years of experience in deskside support, end-user support, and IT infrastructure operations. The ideal candidate should have hands-on experience supporting manufacturing, laboratory, or distribution center IT environments, including desktops, laptops, handheld devices, scanners, printers, and basic network infrastructure.
The candidate will be responsible for providing onsite technical support, managing IT assets, troubleshooting hardware and software issues, and coordinating with vendors and other technical teams to ensure smooth IT operations.
Key Responsibilities
1. End-User and Deskside Support
- Provide Install, Move, Add, Change (IMAC), break-fix, and end-user support activities as required.
- Install, configure, and troubleshoot hardware and software components to ensure usability by end users.
- Provide support for manufacturing shop-floor handheld devices, laptops, scanners, tablets, and other IT equipment.
- Perform system staging, build, and imaging activities using the standard client image (eCore).
- Perform data collection and preservation activities related to migrations and eDiscovery.
- Provide smart hands and feet support to other technical teams on demand.
2. IT Infrastructure and Data Center Support
- Provide rack and stack support for commissioning and decommissioning IT infrastructure devices.
- Provide physical access and onsite assistance to vendors in site communication rooms, including IDF, MDF, MMR, data centers, and server rooms.
- Support planned power shutdown and maintenance activities,
including the safe shutdown of network devices and servers in data centers, following approved procedures.
- Coordinate cable patching activities with vendors and support on-demand connectivity requirements.
- Ensure basic LAN, Wi-Fi, video conferencing (Tandberg), printer, and voice connectivity is available at the site.
- Provide basic support for network, telecom, compute, and storage infrastructure.
3. Printer and Peripheral Management
- Manage printer operations and monitor usage.
- Coordinate with vendors to ensure uninterrupted print services.
- Troubleshoot printer, scanner, and peripheral-related issues.
4. IT Asset Lifecycle Management
- Manage IT asset lifecycle activities for the assigned location or region.
- Coordinate asset collection and recovery with vendors.
- Maintain secure storage, asset labelling, imaging, allocation, and disposal.
- Perform asset hygiene validation and ensure systems are updated.
- Maintain accurate asset records and ensure compliance with established IT asset management procedures.
5. Manufacturing and Laboratory IT Support
- Support manufacturing, laboratory, and distribution center IT systems and devices.
- Provide technical support for manufacturing and lab equipment, including:
- Barcode scanners and handheld devices.
- Printers and tablets.
- PCs connected to specialized test equipment.
- PCs used on manufacturing production lines.
- Work in cleanroom, manufacturing, or laboratory environments while following site-specific procedures.
- Coordinate with multiple technical teams and OEMs to resolve high-priority issues.
Job Qualifications
- Minimum 2 years of hands-on experience in deskside support or field IT support services.
- Strong working knowledge of Microsoft Windows operating systems.
- Working knowledge of MS Office and basic business applications.
- Good communication and customer support skills.
- Strong analytical and troubleshooting skills.
- Basic knowledge of networks, telecom, compute, and storage infrastructure.
- Basic knowledge of mobile device support.
- Experience in installing, configuring, and troubleshooting IT hardware and software.
- Knowledge of IT asset lifecycle management.
- Experience supporting manufacturing, laboratory, or distribution center IT environments is preferred.
- Familiarity with scanners, printers, tablets, handheld devices, and PCs connected to specialized equipment.
- Knowledge of data center operations, rack and stack activities, and infrastructure maintenance is an advantage.
- Experience working in cleanroom or manufacturing environments is preferred.
- Strong focus on quality, accuracy, and attention to detail.
- Ability to communicate effectively with multiple technical teams, vendors, and OEMs during high-priority incidents.
Technical Skills
- Deskside Support / Field
We are looking for a Field Support Representative – Level 1 with a minimum of 2 years of experience in deskside support, end-user support, and IT infrastructure operations. The ideal candidate should have hands-on experience supporting manufacturing, laboratory, or distribution center IT environments, including desktops, laptops, handheld devices, scanners, printers, and basic network infrastructure.
The candidate will be responsible for providing onsite technical support, managing IT assets, troubleshooting hardware and software issues, and coordinating with vendors and other technical teams to ensure smooth IT operations.
Key Responsibilities
1. End-User and Deskside Support
- Provide Install, Move, Add, Change (IMAC), break-fix, and end-user support activities as required.
- Install, configure, and troubleshoot hardware and software components to ensure usability by end users.
- Provide support for manufacturing shop-floor handheld devices, laptops, scanners, tablets, and other IT equipment.
- Perform system staging, build, and imaging activities using the standard client image (eCore).
- Perform data collection and preservation activities related to migrations and eDiscovery.
- Provide smart hands and feet support to other technical teams on demand.
2. IT Infrastructure and Data Center Support
- Provide rack and stack support for commissioning and decommissioning IT infrastructure devices.
- Provide physical access and onsite assistance to vendors in site communication rooms, including IDF, MDF, MMR, data centers, and server rooms.
- Support planned power shutdown and maintenance activities,
including the safe shutdown of network devices and servers in data centers, following approved procedures.
- Coordinate cable patching activities with vendors and support on-demand connectivity requirements.
- Ensure basic LAN, Wi-Fi, video conferencing (Tandberg), printer, and voice connectivity is available at the site.
- Provide basic support for network, telecom, compute, and storage infrastructure.
3. Printer and Peripheral Management
- Manage printer operations and monitor usage.
- Coordinate with vendors to ensure uninterrupted print services.
- Troubleshoot printer, scanner, and peripheral-related issues.
4. IT Asset Lifecycle Management
- Manage IT asset lifecycle activities for the assigned location or region.
- Coordinate asset collection and recovery with vendors.
- Maintain secure storage, asset labelling, imaging, allocation, and disposal.
- Perform asset hygiene validation and ensure systems are updated.
- Maintain accurate asset records and ensure compliance with established IT asset management procedures.
5. Manufacturing and Laboratory IT Support
- Support manufacturing, laboratory, and distribution center IT systems and devices.
- Provide technical support for manufacturing and lab equipment, including:
- Barcode scanners and handheld devices.
- Printers and tablets.
- PCs connected to specialized test equipment.
- PCs used on manufacturing production lines.
- Work in cleanroom, manufacturing, or laboratory environments while following site-specific procedures.
- Coordinate with multiple technical teams and OEMs to resolve high-priority issues.
Job Qualifications
- Minimum 2 years of hands-on experience in deskside support or field IT support services.
- Strong working knowledge of Microsoft Windows operating systems.
- Working knowledge of MS Office and basic business applications.
- Good communication and customer support skills.
- Strong analytical and troubleshooting skills.
- Basic knowledge of networks, telecom, compute, and storage infrastructure.
- Basic knowledge of mobile device support.
- Experience in installing, configuring, and troubleshooting IT hardware and software.
- Knowledge of IT asset lifecycle management.
- Experience supporting manufacturing, laboratory, or distribution center IT environments is preferred.
- Familiarity with scanners, printers, tablets, handheld devices, and PCs connected to specialized equipment.
- Knowledge of data center operations, rack and stack activities, and infrastructure maintenance is an advantage.
- Experience working in cleanroom or manufacturing environments is preferred.
- Strong focus on quality, accuracy, and attention to detail.
- Ability to communicate effectively with multiple technical teams, vendors, and OEMs during high-priority incidents.
Technical Skills
- Deskside Support / Field