Field Support Specialist II

Job Summary

The Field Support Specialist II (FSS II) serves as the primary on-site IT support resource for end users, delivering exceptional customer service and technical support across the organization's technology environment. This role is responsible for providing first and second-level technical support, diagnosing and resolving hardware, software, networking, telephony, and collaboration technology issues, and escalating incidents when appropriate in accordance with established IT standards and procedures.

The FSS II partners closely with employees, business leaders, and IT teams to ensure technology solutions are reliable, effective, and aligned with business needs. This position also supports technology deployments, conference room technologies, asset management, end-user training, and continuous improvement initiatives that enhance the overall customer experience.

Primary Duties

End User Support & Incident Management

• Deliver professional, responsive, and customer-focused technical support to end users across all supported technologies.
• Serve as the first point of contact for on-site technology incidents, service requests, and troubleshooting activities.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, mobile device, network, printing, and telephony issues.
• Utilize IT Service Management (ITSM) tools to receive, prioritize, document, track, and resolve incidents and service requests in accordance with defined service levels.
• Accurately document troubleshooting activities, root cause findings, resolutions, and customer communications.
• Escalate complex issues to appropriate support teams while maintaining ownership and communication throughout the resolution process.
• Coordinate and communicate effectively with Service Desk, Infrastructure, Applications, Security, and other IT support teams.

Customer Experience & Communication

• Maintain a professional, positive, and service-oriented attitude during all customer interactions and team engagements.
• Act as a trusted liaison between Information Technology and business stakeholders.
• Provide regular updates to customers and IT leadership regarding issue status, service interruptions, trends, and potential risks.
• Build strong working relationships with employees at all organizational levels.
• Promote a positive technology experience by delivering timely and effective support.

Technology Deployment & Asset Support

• Configure, deploy, maintain, and support desktop and laptop computers, mobile devices, peripherals, and associated software.
• Support technology refresh initiatives, workstation deployments, software installations, and equipment moves, additions, and changes.
• Assist with inventory management, asset tracking, and lifecycle management of end-user computing devices.
• Support local network connectivity, telephony equipment, printers, and collaboration technologies.

Training & Process Improvement

• Provide end-user training and guidance on supported applications, systems, and technologies.
• Create and maintain knowledge base articles, technical documentation, procedures, and support standards.
• Identify recurring issues and recommend improvements to processes, systems, and support practices.
• Participate in continuous improvement initiatives designed to enhance service quality, operational efficiency, and customer satisfaction.

Conference Room & Facilities Technology Support

• Manage conference rooms and collaboration spaces to ensure operational readiness.
• Support audio, video, conferencing, and presentation technologies.
• Coordinate maintenance, repairs, and upgrades of conference room equipment as needed.
• Maintain inventories of supplies and accessories supporting collaboration technologies.

Qualifications

• Experience and hardware & software support in a technical capacity.    
• Customer service or related experience is a plus.  
• Demonstrates complete competency of CS Level I skill set.    
• Advance knowledge of hardware, software, networks and technical devices and terminology.   
• Strong interpersonal skills.    
• Good organizational skills with the ability to follow through.    
• Excellent problem solving skills.    
• Strong troubleshooting skills across hardware, software, networking, and collaboration technologies.
• Knowledge of Windows OS, Microsoft 365, Active Directory/Azure AD, VPN, printers, endpoint management, and basic network infrastructure.
• Excellent customer service, communication, and interpersonal skills.
•  Ability to prioritize multiple tasks and work independently in a fast-paced environment.
• Strong analytical, documentation, and problem-solving skills.
• Understanding of IT security best practices, patch management, and compliance standards.
• Ability to collaborate effectively with global IT teams and business stakeholders.

Education / Experience

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related discipline.
• 2–5 years of experience in IT Support, End User Services, Service Desk, or Technical Support within a corporate environment.
• Experience supporting Windows operating systems, Microsoft 365, endpoint devices, networking, collaboration technologies, and enterprise IT infrastructure.
• Experience with IT Service Management (ITSM) tools, asset management, software deployment, and vendor coordination is preferred.
• Candidates willing to travel domestically across India to support business operations, IT deployments, and project activities are preferred.

Working Conditions :

• Ability to travel between assigned facilities as required.
• Ability to lift and move computer equipment and peripherals within established safety guidelines.
• May require occasional after-hours support, project participation, or on-call responsibilities based on business needs.