Field Service Technician

About the Role

The Field Services PC Technician (L1) provides onsite hardware repair and installation services for client original equipment manufacturer (OEM) products. This role involves performing basic and moderately complex troubleshooting and hardware activities for desktops and laptops, with potential support for desk-side applications and infrastructure.

Key Responsibilities

• Provide onsite technical hardware and break-fix services on Laptops, Desktops, Workstations, Tablets, and associated devices for commercial and residential clients.
• Install, maintain, upgrade, and repair IT products.
• Ensure all contractual SLAs are met and delivered within contractual requirements.
• Communicate with all stakeholders in a timely manner.
• Handle multiple issues simultaneously and determine priorities.
• Complete all administrative tasks associated with each call as documented in established policies and guidelines.
• Complete routine maintenance activities within agreed timescales, including parts administration.
• Accept and deliver all service calls assigned within the established service level agreement and company requirements.
• Complete all tasks in line with company security, safety, technical, and quality standards and procedures.

Requirements & Tech Stack

• Ability to lift and move computer equipment up to 50 lbs.
• Own a basic repair toolkit, PC, and mobile phone.
• Strong customer support and communication skills.
• Basic troubleshooting and break/fix skills for laptops and desktops.
• Knowledge of operating systems, hardware, and standard software applications.
• Ability to install, test, and configure desktop, laptop, and tablet systems.
• Experience with software imaging and component replacements (e.g., memory, hard drives, SSDs, screens, keyboards).
• Undertake fault diagnosis and ensure effective break-fix of Laptop and Desktop PCs.
• Use of software images to install operating systems.
• Carry out upgrades and conversions including replacement of component parts.
• Maintain parts in line with return deadlines.
• Carry out all tasks in real time and update the system accordingly.

Qualifications

• High school diploma or equivalent.
• Relevant technical qualification and 6-12 months of work experience.
• PC repair certifications preferred.
• Experience with deskside support and ticket management tools is a bonus.