Local IT Field Support Engineer

Local IT / Onsite Support

Role Purpose

The Local IT Field Support Engineer ensures reliable day-to-day IT operations. The role is the onsite point of contact for employees, provides hands-on support for workplace technology, manages local IT assets and approved local solutions, and works within Group standards for security, architecture, service management, and operations. Issues outside the local support scope are documented and escalated to the Corporate IT or the responsible specialist team.

Key Responsibilities

Onsite and End-User Support

• Provide onsite support for laptops, desktops, mobile devices, printers, meeting-room equipment, peripherals, and approved workplace applications.
• Install, configure, deploy, relocate, replace, and decommission devices 
• Troubleshoot Windows, Microsoft 365, identity/access, connectivity, printing, collaboration, and common business application issues.
• Support joiners, movers, and leavers, including equipment preparation, handover, collection, and access-related coordination.
• Provide clear user communication and ensure tickets are updated through resolution.

Site Operations

• Perform first physical checks for network, server-room, cabling, power, and environmental issues, without bypassing change or security controls.
• Coordinate approved maintenance windows and onsite activities with facilities, Corporate IT, and external partners.

Infrastructure and Security Support

• Support Corporate IT with onsite diagnostics for LAN, Wi-Fi, WAN, firewalls, switches, access points, local servers, UPS devices, and server-room equipment.
• Execute only approved standard changes, implementation tasks, patching actions, and recovery procedures.
• Follow Corporate cybersecurity, endpoint management, access control, data protection, and acceptable-use requirements.
• Immediately report suspected security incidents, unauthorized devices, policy exceptions, vulnerabilities, or loss of company equipment.
• Do not implement unapproved hardware, software, cloud services, network changes, or privileged access.

IT Service Management and Escalation

• Ensure incidents and requests are recorded and documented in the ticketing platform.
• Take ownership of assigned local support tickets and meet agreed response, update, and resolution targets.
• Escalate to the responsible Corporate IT specialist team with business impact, affected users/assets, troubleshooting performed, logs, screenshots, timestamps, and clear next action.
• Maintain local knowledge articles, standard operating procedures, site documentation, and known-error information.
• Identify recurring issues and propose standard, secure, and scalable improvements rather than local workarounds.

Asset, Vendor, and Local Application Support

• Maintain accurate records for local devices, accessories, ownership, location, lifecycle status, warranty, and stock.
• Support inventories, audits, refresh cycles, secure disposal, license compliance, and CMDB data quality.
• Coordinate approved local vendors and ensure work is documented, supervised, and compliant with Group standards.
• Support approved local applications, including user coordination, basic troubleshooting, documentation, and escalation to application owners.

Required Qualifications and Experience

• Minimum 5 years of hands-on experience in IT field support, desktop support, infrastructure support, or a similar role.
• ITIL certification
• Vocational qualification, technical diploma, or degree in Information Technology, Computer Science, Electronics, or a related discipline; equivalent practical experience is acceptable.
• Good professional English, sufficient for tickets, documentation, technical calls, and collaboration with international teams; fluent local language.
• Strong knowledge of Windows endpoints, Microsoft 365, Entra ID/Active Directory fundamentals, endpoint management, device deployment, hardware diagnostics, printing, and collaboration tools.
• Working knowledge of TCP/IP, DHCP, DNS, VLANs, Wi-Fi, switching, cabling, VPN, and common network troubleshooting.
• Experience with ITSM/ticketing tools, incident and request management, asset management, remote-support tools, and knowledge documentation.
• ITIL certification.
• Awareness of cybersecurity principles, least privilege, MFA, endpoint protection, encryption, patching, phishing, and incident escalation.
• Ability to safely work in office and IT-room environments and to handle or move standard IT equipment.
• Valid driving licence and availability for occasional travel are preferred.

Professional Competencies

• Customer-focused and able to explain technical topics clearly to non-technical users.
• Structured troubleshooting, sound prioritization, and calm response during operational incidents.
• Strong ownership, reliability, documentation discipline, and follow-through.
• Collaborative mindset and ability to work across local business teams, the Corporate IT, specialist teams, and suppliers.
• Respect for standards, approval processes, segregation of duties, and confidentiality.
• Continuous-improvement mindset with a preference for reusable, Group-aligned solutions.

Performance Indicators

• Local support ticket response and resolution performance against agreed service targets.
• Quality, completeness, and timeliness of ticket updates and escalations.
• User satisfaction and effectiveness of local communication.
• Availability of critical onsite IT services.
• Accuracy of asset, stock, and CMDB records.
• Compliance with security, change, access, and lifecycle processes.
• Reduction of recurring incidents through documentation, standardization, and root-cause follow-up.

Role Boundaries and Interfaces

The IT Field Support Engineer owns the onsite execution and user experience, but does not independently set IT Corporate process, architecture, security policy, platform standards, or enterprise application strategy. The role works as one IT organization with the Corporate IT Hub and Corporate IT specialist teams. Any exception, non-standard solution, privileged change, or material operational risk must be escalated and approved through the applicable IT Corporate process.