Field Service Technician

Job description:

Summary of Position

The IT Field Service Technician is responsible for ensuring the continuity of service and performance of end-user IT equipment through hands-on onsite interventions. The role is primarily onsite and requires frequent travel across locations within the assigned region (EMEA or AMER) to deliver deployments, maintenance, and onsite support. When needed, the technician also provides remote/phone support to assist users and support global teams, while keeping field service delivery as the primary focus.

The position is located in Birmingham, UK.

Essential Functions

Field Services – Onsite Delivery (Primary)

• Installation & Deployment: Install and configure computers, printers, servers, and other IT equipment at company sites.
• Work Intake: Execute work originating from Freshservice incidents and requests, standard maintenance activities, end-of-life replacements (including mandatory updates in Freshservice Asset Management), and projects.
• Preventive & Corrective Maintenance: Diagnose and resolve hardware/software failures; perform preventive maintenance to optimize equipment lifespan and performance.
• Interventions in Demanding Environments: Perform onsite interventions in sensitive/demanding environments in compliance with applicable safety/security protocols.
• Travel Management: Plan and organize travel to multiple sites, optimizing routes and logistics to ensure efficient onsite support delivery.

Asset & Stock Management (Field Ownership)

• Control access to local IT stock, ensuring proper authorization and compliance with inventory procedures.
• Maintain accurate asset records in Freshservice (create/modify/validate entries to ensure data accuracy).
• Manage equipment loans (laptops/phones/etc.): record issue/return and follow up when needed.
• Apply inventory labels (e.g., barcodes) to equipment upon receipt to ensure traceability.
• Support procurement workflow for new/replacement equipment in line with internal procedures and budgets.

User Enablement & Support (Secondary to Field)

• New user onboarding: Prepare and configure workstations/equipment for new arrivals, ensuring smooth IT integration/onboarding.
• User training: Train users on basic IT tools and good IT security practices (onsite and, when needed, remotely).
• Second-line support: Act as a technical expert to resolve complex issues not resolved by first-line support.
• Occasional remote/phone support: When required, handle Freshservice tickets/chats/emails/calls and assist users remotely to resolve issues.

Documentation & Communication

• Produce clear, detailed intervention reporting and keep ticket records updated.
• Contribute to the Freshservice Knowledge Base (create/improve knowledge articles and procedures; document site-specific processes and share information with local/remote teams).
• Communicate clearly with users, keeping them informed of progress and next steps.

Requirements

Must have Experience/Skills:

• Proven experience in an onsite field support / field technician role.
• Strong hands-on troubleshooting for end-user IT equipment (workstations, printers, peripherals) and common software issues.
• Proficiency with Windows operating systems (and general endpoint support).
• Knowledge of Microsoft 365 tools (e.g., Outlook, Teams).
• Working knowledge of Freshservice (ticket handling; asset updates; documentation/KB).
• Familiarity with deployment/endpoint tools such as Autopilot, Intune, SCCM.
• Basic networking knowledge (TCP/IP / LAN/WAN connectivity troubleshooting).
• High autonomy and ability to manage frequent regional travel to provide onsite support across multiple locations.
• Strong service mindset, clear communication, and ability to work under pressure.

Nice to have Experience/Skills

• ITIL certification (or familiarity with ITIL/ITSM practices).
• Exposure to Linux endpoint/server basics (helpful in mixed environments).
• Experience supporting Teams Telephony (basic user support).
• Strong habit of building and improving knowledge articles and standard procedures.

Education

Degree/diploma in IT (or equivalent).