Torchora
Back to Home

Key Responsibilities and Required Skills for IT Field Service Technician

💰 $40,000 - $75,000

ITField ServiceTechnical SupportOn-site Support

🎯 Role Definition

The IT Field Service Technician provides on-site technical support and maintenance for endpoints, networks, telecommunications, and AV systems across customer sites and company locations. This role mixes hands-on hardware repair, software troubleshooting, network diagnostics, and strong customer-facing communication to restore service quickly and meet SLA targets. Ideal candidates are mobile, organized, and capable of translating technical issues into clear solutions for non-technical users while documenting work in ticketing systems and contributing to continuous improvement of support processes.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Technician / Desktop Support Specialist
  • Technical Support Representative (remote)
  • Electronics Repair Technician

Advancement To:

  • Senior Field Service Technician
  • Systems Engineer / Infrastructure Engineer
  • Field Service Manager / Team Lead
  • IT Operations Manager

Lateral Moves:

  • Network Technician / Network Support Specialist
  • Audio-Visual (AV) Technician
  • Security Systems Technician (CCTV / access control)

Core Responsibilities

Primary Functions

  • Respond promptly to on-site service requests and service tickets, diagnose root causes using structured troubleshooting methodology, and resolve hardware, software, and network incidents within defined SLAs.
  • Install, configure, and provision desktop and laptop computers (Windows, macOS, and Linux), ensuring corporate policies, imaging standards, and security controls (antivirus, disk encryption) are applied prior to handoff to end users.
  • Perform on-site repairs and component-level diagnostics for desktops, laptops, tablets, and mobile devices including replacement of motherboards, storage drives, memory modules, power supplies, screens, and connectors with appropriate ESD precautions.
  • Troubleshoot and repair corporate printers, multifunction devices (MFPs), and networked print queues; perform firmware updates, replace consumables, and resolve networked printing errors.
  • Configure, deploy, and support VoIP handsets, conferencing phones, and unified communications endpoints; verify VLAN tagging, QoS settings, and carrier connectivity during field installs.
  • Install and terminate structured cabling (Cat5e/Cat6) and basic fiber handoffs under supervision, validate cable runs with testers, document labeling, and update network diagrams as required.
  • Diagnose TCP/IP network issues at the edge, verify DHCP/DNS behavior, validate switch port configurations, and escalate to networking team for complex switch or firewall changes with clear reproduction steps and logs.
  • Enroll and manage endpoints within MDM and EMM solutions (Microsoft Intune, Jamf, MobileIron), enforce device compliance policies, and perform remote wipes or selective data removal as required.
  • Build and deploy OS images, apply software packaging and configuration using tools like SCCM, Intune, or third-party imaging solutions to ensure consistent environment deployments and minimize user downtime.
  • Provide break/fix support for peripheral devices including scanners, card readers, badge printers, and specialized POS or medical devices; liaise with vendors for warranty repairs and RMA processing.
  • Execute scheduled preventive maintenance and health checks on on-premise hardware, AV systems, and critical network appliances; identify and remediate aging or failure-prone components proactively.
  • Document all service activities comprehensively in the ticketing system (ServiceNow, Jira Service Desk, Zendesk) including resolution steps, test results, part numbers, and time spent to support SLA reporting and knowledge base creation.
  • Escalate complex incidents to higher-tier support or engineering teams with clear diagnostics, packet captures, logs, and replication steps to accelerate time-to-resolution.
  • Deliver on-site training and user orientation for new employees or for rollouts of new hardware, software, or collaboration systems, creating simple job aids and quick-start guides.
  • Coordinate multi-vendor site visits, equipment deliveries, and small installation projects (racks, cabling, wall mounts) while maintaining site safety, access control, and change management procedures.
  • Manage inventory of spare parts, mobile toolkits, and loaner equipment; perform stock audits, reorder consumables, and track asset lifecycle including tagging and asset database updates.
  • Perform security-related tasks such as verifying endpoint patch levels, applying BIOS and firmware updates, disabling unauthorized peripherals, and reporting suspicious activity in accordance with security policies.
  • Support remote troubleshooting using remote desktop tools (TeamViewer, Dameware, AnyDesk) when on-site visits are unnecessary, and follow up to confirm user satisfaction and closure.
  • Participate in on-call rotations or scheduled weekend/after-hours support to maintain business continuity for critical sites and scheduled maintenance windows.
  • Assist with small IT projects including workstation refreshes, AV room setups, conference room installs, and move-add-change tasks, ensuring plans are followed and documentation is updated.
  • Validate and configure VPN connections, remote access appliances, and client-side VPN profiles for mobile and remote workers; assist users with split-tunneling and client troubleshooting.
  • Create, maintain, and continuously improve runbooks and standard operating procedures for common field tasks to decrease mean time to repair and enable knowledge transfer across teams.
  • Perform basic scripting and automation (PowerShell, batch) to automate repetitive field tasks such as bulk user provisioning, scheduled checks, or inventory reporting when applicable.
  • Ensure compliance with health and safety, client site policies, and any industry-specific regulations (HIPAA, PCI) when working on client premises; complete required checklists and sign-offs.

Secondary Functions

  • Contribute technical content and troubleshooting guides to the internal knowledge base to improve first-time fix rates and onboarding speed for new technicians.
  • Assist project teams with site surveys and pre-install assessments, providing feedback on infrastructure readiness and potential constraints.
  • Support asset disposal and refurbishment processes, ensuring secure data wiping, proper recycling, and documentation for audit trails.
  • Help evaluate third-party hardware and software vendors by participating in proof-of-concept testing and providing field-based usability feedback.
  • Participate in regular training sessions to stay current with new hardware platforms, OS updates, and vendor-specific tools.

Required Skills & Competencies

Hard Skills (Technical)

  • Proven hands-on experience with desktop and laptop hardware repair, component replacement, and preventive maintenance.
  • Strong knowledge of Windows OS (10/11, Windows Server basics), macOS administration, and familiarity with Linux desktop environments.
  • Networking fundamentals: TCP/IP, DHCP, DNS, subnetting, VLANs, basic switch configuration, and cable testing/certification.
  • Active Directory and Azure AD user provisioning, group policy application, and permissions troubleshooting.
  • Experience with endpoint management and deployment tools such as Microsoft Intune, SCCM/ConfigMgr, Jamf, or similar.
  • Proficiency with MDM/EMM platforms for mobile device enrollment, policy enforcement, and remote troubleshooting.
  • Experience deploying and supporting VoIP phones, SIP endpoints, and UC platforms (Cisco, Avaya, RingCentral, Microsoft Teams telephony).
  • Familiarity with imaging and OS deployment tools, scripting fundamentals (PowerShell), and automation of routine tasks.
  • Hands-on knowledge of printers/MFPs, point-of-sale devices, scanners, and peripherals commonly used in office and retail environments.
  • Competency with remote support tools (TeamViewer, AnyDesk, LogMeIn, ConnectWise Control) and common ticketing systems (ServiceNow, Jira, Zendesk).
  • Understanding of basic AV equipment installation, projector displays, conference room setup, and troubleshooting of audio/video conferencing tools.
  • Experience with inventory management, asset tagging, and use of asset management databases (CMDB) for lifecycle tracking.
  • Basic understanding of security best practices including endpoint patching, encryption (BitLocker), secure boot, and two-factor authentication setup.

Soft Skills

  • Exceptional customer-service orientation with the ability to communicate complex technical issues in clear, non-technical language.
  • Strong troubleshooting mindset and analytical problem-solving skills, able to prioritize issues to protect business continuity.
  • Time-management and organizational skills to plan routes, manage multiple on-site tickets, and meet SLA commitments.
  • Adaptability and resilience in dynamic field environments and changing client requirements.
  • Team player who collaborates effectively with remote engineers, vendors, and client stakeholders.
  • Attention to detail for accurate documentation, asset tracking, and compliance with site-specific protocols.
  • Professionalism and diplomacy when representing the company on customer premises.
  • Initiative and continuous-learning attitude to stay current with emerging technologies and certifications.
  • Clear verbal and written communication skills for ticket notes, status updates, and training material creation.
  • Physical capability to lift equipment, climb ladders for wall mounts, and perform ergonomic installations safely.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or GED; relevant vocational training or technical certificate preferred.

Preferred Education:

  • Associate's degree or Bachelor's degree in Information Technology, Computer Science, Network Engineering, Electronics, or related field.
  • Industry certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, Cisco CCNA, or vendor-specific certs (Jamf, Apple ACMT) are highly desirable.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Network Engineering
  • Electronics / Telecommunications
  • Systems Administration

Experience Requirements

Typical Experience Range: 1–5 years of hands-on IT support experience with on-site troubleshooting, hardware repair, and customer-facing technical support.

Preferred: 3+ years of field service or desktop support experience in enterprise or multi-site environments, with demonstrated success meeting SLAs and managing onsite installations and small projects.

Explore More Careers