Key skills
LeadershipCommunication
About this role
Role Overview
- 2nd level client support (50%) – Diagnose and resolve escalated hardware, software, and network incidents on desktops, laptops, printers/scanners, RDTs, and warehouse equipment – Install, configure, upgrade, and recover data on end-user devices, applications, and peripherals – Act as the local hands-and-eyes for on-site network and server infrastructure
- Advanced problem resolution (20%) – Lead root-cause analysis for recurring or high-impact issues – Recommend and validate technical solutions and best-fit products for customer environments
- Technology projects (10%) – Participate in global or local IT initiatives (rollouts, migrations, upgrades), ensuring smooth implementation and minimal business disruption
- Asset and inventory management (10%) – Maintain accurate device and parts inventories, forecast stock levels, and order replacements as needed
- Leadership and backup support (10%) – Provide guidance and technical coaching to Field Service Engineers – Serve as acting supervisor during absences, driving team performance and SLA compliance
Requirements
- Bachelor’s degree in systems engineering, Information Technology, or related field preferred
- 5–8 years of progressive field service or 2nd level support experience
- Certifications such as MCSE, SCCM, ITIL Foundation, CCENT (strongly preferred)
- Expertise in Windows OS, common enterprise applications, and troubleshooting tools
- Hands-on experience with printers, scanners, RDTs, network switches, and server hardware
- Exceptional communication skills with the ability to train end-users and collaborate across multicultural teams
- Strong analytical mindset with attention to detail and the capacity to work effectively under pressure
- Self-starter who takes ownership, while also thriving in team settings
- Willingness to work occasional non-standard hours, participate in on-call rotations, and travel up to 20%
Benefits
- Career growth: Personalized development plans, mentorship programs, and tuition assistance
- Competitive compensation: Base salary, performance bonuses, and comprehensive benefits (medical, dental, vision, retirement)
- Work/life balance: Flexible scheduling, paid time off, and wellness resources
- Inclusive culture: Employee resource groups, diversity training, and community‐giving programs
- Recognition: Formal awards and informal shout-outs to celebrate your impact