Field Service Officer – Deskside Support

About the role

The Field Service Officer (FSO) is a hands‑on IT support specialist delivering Level 2 onsite and remote assistance for end‑user devices, network infrastructure, server rooms, AV/conference rooms, labs and print environments. The role ensures smooth IT operations, accurate asset records and a high‑quality end‑user experience while following Global IT direction.

Key responsibilities

• Provide onsite and remote Level 2 support for hardware, software, account and connectivity issues, including deskside deployments, repairs and configuration.
• Perform device imaging, refresh cycles and end‑of‑life decommissioning, ensuring data backup, OS restoration, encryption and CMDB updates.
• Maintain spare‑parts inventory, track asset details (serial numbers, rack locations) and alert clients when thresholds are low.
• Support office moves: disconnect, pack, transport, reconnect devices and validate functionality post‑move.
• Deliver Smart Hands network support – rack/stack, cable management, port patching, power cycling, hardware replacement and urgent incident diagnostics.
• Maintain server rooms and IT closets, ensuring organization, labeling, environmental monitoring and proper power/cooling.

Required profile

• Hands‑on IT support specialist with experience in both onsite and remote environments.

Required skills

• Hardware and software troubleshooting
• Operating system imaging and refresh
• OneDrive synchronization and data encryption
• CMDB/AMS asset management
• Network device configuration (switches, routers, Wi‑Fi APs, firewalls, SD‑WAN)
• Cable management, rack and stack procedures
• Remote diagnostic tools and patch deployment
• Smart Hands support for physical network changes