Description:
IT Field Technician
POSITION SUMMARY:
The IT Field Technician – Tier 2 provides advanced technical support within an ITIL framework, resolving escalated incidents and service requests beyond Tier 1 support. This role is responsible for timely service restoration, root cause analysis, vendor coordination, and the maintenance of accurate documentation, while contributing to continuous service improvement.
DUTIES AND RESPONSIBILITIES:
- Incident Management – resolve escalated incidents and service requests that cannot be addressed at Tier 1, using advanced troubleshooting techniques and system knowledge.
- Perform on-site and remote diagnostics, repairs, and installations to restore IT services within agreed service levels.
- Problem Management – conduct root cause investigations of recurring or complex issues and support long-term resolution through problem analysis.
- Serve as the primary liaison with third-party vendors and manufacturers for specialized technical support.
- Maintain accurate documentation, ticket updates, and technical records to support knowledge management and continuous service improvement.
- Support asset, inventory, and license management, including tracking IT equipment and software.
- Change management – assist with system configuration, changes, and infrastructure improvements in support of ongoing projects and service stability.
- Provide user training and guidance to promote the efficient and effective use of IT systems.
- Contribute to continuous service improvement by identifying process gaps, documenting solutions, and supporting service quality targets.
- Travel between departments or work locations, as required.
- Work outside regular business hours to support projects, upgrades, or emergency IT needs.
- Perform other duties as assigned by management.
QUALIFICATIONS AND SKILLS:
Education, Knowledge, and Experience:
- High school diploma or GED (CAEC).
- Post-secondary coursework or a diploma in IT, computer systems, or a related field.
- Entry-level to intermediate IT certifications, such as CompTIA A+, Network+, or ITIL Foundation, are preferred.
- Three (3) to five (5) years of related experience in IT support, a call centre, computer support, or customer service environments.
- Experience supporting users, troubleshooting issues, and working with IT systems in a production environment.