IT Field Support Specialist

IT Field Operations — Support Specialist

Department: IT Field Operations (ITFO)

Reports To: Regional ITFO Management Lead

Job Type: Full-Time

Job Summary

The Support Specialist is responsible for providing advanced technical support, hardware lifecycle management, and onsite IT service delivery across regional locations.

This hybrid role combines

Level 1.5 (remote desktop support)

Level 2 technical troubleshooting

Field service operations

End-to-end hardware asset management

The specialist ensures IT infrastructure and devices are deployed, maintained, and retired efficiently while supporting global standards and delivering strong end-user experience.

Key Responsibilities

1. Remote Desktop Support (Level 1.5)

Provide remote assistance to end users using tools such as

Microsoft Endpoint Manager

Intune

TeamViewer

or similar platforms

Troubleshoot and resolve

Software issues

Configuration errors

Account-related problems (no onsite visit required)

Support

Incident triage

Initial diagnostics

Ticket routing to Level 2 or specialized teams

Guide users through

Self-help solutions

Knowledge-base resources

Ensure

Proper documentation of all activities

High first-contact resolution rate

2. Technical & Onsite Support (Level 2)

Provide onsite and remote Level 2 support for:

Hardware

Software

Network-related issues