Field Support Engineer - Global Field Services

Company Overview:

AVASO Technology is a global leader in providing IT solutions and services, specializing in offering top-tier support and managed services. We are committed to delivering cutting-edge technology solutions to our clients worldwide. If you’re a passionate IT professional with hands-on experience in desktop support, join us at AVASO to help businesses thrive with reliable and efficient IT services.

Position Overview:

We are seeking an experienced IT Field Support Engineer to join our team Poland – Warsaw. The successful candidate will provide technical support, troubleshooting, and IT assistance to end users. This role requires someone with strong technical skills and a customer-focused approach.

Key Responsibilities:

• The candidate will provide IT field support including, but not limited to, troubleshooting hardware, software, and operating system issues, as well as printers, fax machines, telephony devices, and peripherals, and fixing them without violating the hardware warranty or customer security compliance requirements
• Installation and troubleshooting of typical business software/applications like Adobe, internet browsers
• Installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive)
• Configuration & and troubleshooting of Apple mobile devices
• Printer and VOIP phone configuration & troubleshooting
• Conference room A/V equipment assistance & and troubleshooting
• Assisting basic onsite activities involving racks, patch panels, routers, firewalls, switches, servers, and other enterprise-level hardware while under instruction from remote teams
• Operating system deployment via PXE / USB ISO / Microsoft Configuration Manager
• Take ownership of incidents and service requests (SRQs) raised by users in the ticket management system
• Ensure all Incidents and SRQs are addressed within stipulated SLA timelines and work is completed satisfactorily to avoid ticket reopening
• Reviewing and maintaining KB articles
• Mentoring & training L1 resources
• Provide VIP support for Desk-side issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team unavailable like for MI calls
• Contribution towards automation & and service improvements

Required Skills & Qualifications:

• 2-4 years of experience in Onsite support
• Knowledge and experience with Windows 10 OS
• Should have good expertise in EUC tools, remote support tools, MS Office, and Outlook.
• Preferable to have a good understanding of VPN and mobile device support.
• ITIL process of Incident, Change, Problem, Service Request, and related activities such as spare and buffer stock management
• Knowledge and experience with ticketing tools (ServiceNow / Remedy etc.),
• Knowledge and experience in Service requests, incidents, problem management, and change process
• Optional: knowledge of AD and smart hands and feet support.
• Optional: knowledge and experience of supporting tablets
• Optional: Ability to lift/move computer equipment weighing up to 20kg

Must Have Skills:

• Certification: CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent.
• Experience with cloud-based applications (e.g., Microsoft 365, Google Workspace).
• Knowledge of IT security best practices and protocols.