Field Support Technician

Working in a fast-paced, constantly evolving environment, you will be responsible for providing high-level VIP IT support, delivering exceptional customer service and hands‑on technical assistance. This is a fantastic opportunity to join an ambitious company operating at the forefront of its industry and play a key role in delivering a premium, personalised IT support service.

This will be a diverse and challenging position. The overall goal is to ensure that all support requests and incidents are handled in a timely and professional manner, with a particular focus on providing a responsive and discreet service to VIP users. You will need to take a proactive approach, handling support queries over the phone, via email and face to face, as well as acting as a point of escalation to third‑party resolver groups for issues you are unable to resolve directly.

Job Responsibilities

• Provide support that consistently meets or exceeds customer expectations;
• Identify, analyse and repair product failures, ordering and replacing parts as needed;
• Support and maintain user account information, including permissions, security settings and system group membership;
• Provide hands‑on onsite support for hardware or software issues escalated by Tier 2 and Tier 3 teams, coordinating with the relevant resolver group as needed;
• Troubleshoot and resolve issues involving network devices;
• Coordinate with third‑party vendors and manufacturers to obtain technical assistance and resolve hardware or software problems;
• Install PCs, peripherals and LAN‑based equipment;
• Assist with security, file access and other administrative procedures related to office moves;
• Move workstations, peripherals and telecommunications equipment as required;
• Order, receive and provide the equipment, materials and third‑party services required to implement IMAC activities;
• Install and configure equipment, cables, outlets and other hardware required for IMAC activities;
• Test completed IMAC activities and obtain acceptance from the end user;
• Document changes to inventory and equipment configurations;
• Provide audio‑visual and conference‑room support for platforms such as Webex, Microsoft Teams and Zoom.

Job Requirements

Qualifications and Skills

• At least 5 years' experience in onsite support. An equivalent combination of education and relevant experience may also meet this requirement;
• ITIL Foundation certification is recommended;
• Microsoft Windows operating system and/or Microsoft Office certifications are an asset;
• Advanced skills in Microsoft 365 applications;
• Scripting or coding skills are an advantage;
• Ability to troubleshoot basic hardware issues;
• Advanced user knowledge of iOS and Android, together with basic networking skills;
• Knowledge of Active Directory and user permissions;
• Strong teamwork and analytical skills;
• Positive, open‑minded attitude and the ability to manage stress effectively;
• Customer‑oriented approach, strong service awareness, and excellent interpersonal and communication skills;
• Ability to adapt to a rapidly evolving technology environment and learn quickly;
• Ability to manage day‑to‑day responsibilities and deliver specific outputs;
• Strong relationship‑building skills, with the ability to connect with people and build trust quickly;
• Proficiency in the local language and a good command of English.

What We Offer

• Personalised learning journeys and a structured career path;
• An international work environment with multicultural teams;
• Access to LinkedIn Learning, internal mentoring programmes, and the global SAI Library to support AI adoption;
• An Employee Assistance Programme (EAP), offering psychological, legal and financial counselling for you and your family;
• Additional annual leave, with extra days based on length of service;
• Comprehensive hospitalisation and group insurance, with the option to include family members;
• Meal vouchers, a referral programme, and reimbursement of public transport costs;
• Eco‑vouchers.

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you

About us

We are the Stefanini group, a global tech c