The IT Field Support Engineer 1 plays a key role in ensuring reliable day-to-day IT operations and business continuity by providing hands-on technical support to end users and maintaining onsite IT infrastructure.
This role will serve as a primary point of contact for IT support in Thailand, ensuring PCs, laptops, meeting room technology, and other end-user equipment remain operational and issues are resolved in a timely manner.
The role will work closely with local, regional, and global Technology teams and may also provide extended support to other countries, including Singapore. In addition to day-to-day support, the Field Support Engineer will contribute to IT projects and initiatives such as office relocations, infrastructure changes, and data center support.
Key Responsibilities:
- Provide onsite IT support and ensure business continuity by maintaining reliable end-user technology and infrastructure.
- Serve as a key point of contact for day-to-day IT requests, incidents, and technical issues.
- Troubleshoot and resolve hardware, software, operating system, and connectivity issues, escalating more complex incidents when required.
- Manage and support onsite IT equipment, including PCs, laptops, mobile devices, printers, meeting room technology, and other peripherals.
- Support equipment provisioning, deployment, configuration, repair, replacement, and user account setup and closure.
- Provide basic support for Windows and MacBook/macOS environments, as well as Microsoft Office applications.
- Provide extended support for networking and connectivity issues, working with the appropriate infrastructure or network teams for further troubleshooting and resolution.
- Collaborate closely with local, regional, and global Technology teams to provide seamless IT support across locations.
- Provide extended IT support to other countries and locations when required, including Singapore.
- Support data center activities and coordinate with relevant technical teams when onsite assistance is required.
- Participate in IT projects and business initiatives, including office relocations, new office setups, infrastructure changes, hardware deployments, and other technology-related projects.
- Support application releases and other technology changes in partnership with development, business analysis, operations, and regional IT teams.
- Ensure IT solutions, actions, and support activities are aligned with established IT processes, security policies, and Standard Operating Procedures.
- Participate in IT procurement activities when required, including coordinating equipment requirements and raising purchase orders.
- Maintain a strong customer-service mindset and provide timely, clear, and professional support to internal users and stakeholders.
- Provide after-hours, on-call, and weekend support when business or operational requirements call for it.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Minimum of 3 years of relevant experience in IT field support, desktop support, end-user computing, service desk, or a similar technical support role.
- Hands-on experience supporting PCs/laptops and Windows environments.
- Basic working knowledge of MacBook/macOS support.
- Good working knowledge of Microsoft Office / Microsoft 365.
- Basic understanding of networking, network configurations, connectivity, and protocols.
- Experience supporting onsite IT infrastructure and working collaboratively with infrastructure, networking, and regional IT teams.
- Familiarity with Microsoft Active Directory and related end-user administration.
- Strong troubleshooting and problem-solving skills with the ability to identify, investigate, and appropriately escalate technical issues.
- Comfortable working independently while collaborating with local and regional teams.
- Strong communication and interpersonal skills, with the ability to support users and work with stakeholders across different countries and functions.
- Willingness and flexibility to extend working hours and provide on-call or weekend support when required.
Advantageous / Nice to Have:
Knowledge or hands-on experience with the following would be an advantage:
- ITIL practices or IT service management principles
- ServiceNow
- Microsoft Intune
- Microsoft 365
- Microsoft Azure
- Windows Autopilot
- Experience supporting data center environments
- Experience supporting office relocations, new site setups, or similar IT infrastructure projects
- Experience working within a regional or global IT support environment
