Job Description:Summary:As a Field Technical Support Representative II, you will provide on-site and remote technical support for enterprise clients across a range of managed environments. This mid-level role focuses on delivering high-quality hardware and software support, maintaining service level agreements (SLAs), and ensuring exceptional customer satisfaction. You will serve as a trusted technical contact for client locations, performing advanced troubleshooting, system maintenance, and asset lifecycle activities.Key Responsibilities:· Deliver on-site support for end-user devices, including desktops, laptops, printers, and mobile devices, as well as occasional support for server room equipment.· Troubleshoot and resolve complex hardware, software, and network connectivity issues.· Perform break/fix services, OS imaging, software deployment, upgrades, and configuration management.· Support device refresh projects, site relocations, and equipment installations following organizational standards.· Maintain accurate service documentation including incident logs, asset tracking, and customer updates using ITSM platforms (e.g., ServiceNow).· Act as a technical liaison between centralized support teams and client stakeholders.· Escalate unresolved issues to higher-tier support while maintaining ownership through resolution.· Adhere to ITIL practices in incident, request, change, and problem management.· Mentor junior field support technicians and contribute to knowledge sharing across the support team.Required Qualifications:· Associate or Bachelor’s degree in Information Technology or a related field, or equivalent professional experience.· 2–4 years of hands-on field support experience in a corporate or enterprise environment.· Strong working knowledge of Windows OS, hardware diagnostics, network troubleshooting, and device imaging.· Experience with enterprise-grade printers, mobile device management (MDM), and endpoint security tools.· Familiarity with ITSM tools such as ServiceNow and asset management processes.· Excellent interpersonal and communication skills to interact with clients and internal teams.Preferred Certifications:· CompTIA A+, Network+, or Microsoft Modern Desktop Administrator Associate.· HP, Dell, or Lenovo OEM hardware certifications.· ITIL Foundation Certification (preferred).Additional Requirements:· Valid driver’s license and ability to travel to client sites.· Ability to lift and carry equipment up to 50 lbs.· Flexibility to support after-hours or on-call requirements depending on customer needs.#LI-DNI
