Infrastructure Field Technician IV

Job Summary :

We are seeking a highly skilled and experienced Desktop Support Subject Matter Expert (SME) to join our IT team. The deskside Support SME will be the definitive source of knowledge for all end-user support operations, providing expert guidance, technical leadership, and strategic oversight. This role involves not only resolving the most complex technical issues but also mentoring junior staff, driving problem management, and ensuring global support efficiency.

Key Responsibilities :

Expert Technical Support & Global Mentorship :

Serve as the final point of escalation for all complex hardware, software, and networking issues that cannot be resolved by the Level 1 or Level 2 support teams.

Provide expert guidance and technical support to L1 and L2 technicians globally, assisting them with complex cases and knowledge transfer.

Diagnose and resolve intricate problems related to operating systems (Windows, macOS, Linux,Ios, Chrome OS and Android), desktop applications, peripheral devices, and remote access.

Problem Management & Root Cause Analysis :

Lead the problem management process, conducting in-depth root cause analysis to identify the underlying causes of recurring incidents.

Develop and implement long-term solutions based on problem management analysis to prevent future issues and improve overall system stability.

Collaborate with various IT teams (e.g., Network, Systems, inventory, Audio / Video) to understand core technologies and formulate effective solutions.

Reporting, Metrics & Queue Management :

Create and maintain reports and dashboards of ticket trends, performance metrics, and key performance indicators (KPIs) to provide insights into support operations.

Manage the deskside support queue, ensuring ticket hygiene, proper categorization, and accurate documentation.

Monitor the support queue to ensure all tickets adhere to established Service Level Agreements (SLAs).

Process Improvement & Quality Assurance :

Lead the development and implementation of new technical standards, policies, and best practices for end-user computing.

Perform regular quality checks to ensure that all support activities and ticket resolutions align with approved processes and client-specific requirements.

Evaluate and optimize existing desktop support processes and workflows to enhance efficiency and end-user satisfaction.

Communication and Stakeholder Management :

Communicate effectively and efficiently with cross-functional teams to understand their core technologies and facilitate problem resolution.

Communicate complex technical concepts to non-technical end-users and senior management in a clear and concise manner.

Contribute to IT projects by providing expert input on desktop-related requirements, deployment strategies, and post-implementation support.

Required Skills and Qualifications :

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent professional experience).

Minimum of 8+ years of experience in a desktop support or IT support role, with at least 2-3 years in a senior or lead capacity.

Deep expertise in a wide range of operating systems, including Windows (10 / 11), macOS, Ios, Android, Chrome OS and familiarity with Linux.

Proven experience in problem management and root cause analysis.

Strong analytical skills with the ability to create meaningful reports and dashboards using tools like Power BI, Spreadsheet, PPT or similar.

Extensive knowledge of hardware components, drivers, and peripherals.

Strong understanding of networking concepts (TCP / IP, DNS, DHCP) and network troubleshooting.

Proven experience with IT service management (ITSM) tools (e.g., ServiceNow, Jira Service Desk).

Exceptional communication, interpersonal, and customer service skills.

Ability to work independently, manage multiple priorities, and provide mentorship in a global team environment.

Preferred Skills and Certifications :

ITIL Foundation or higher certification.

Relevant industry certifications such as , Microsoft Certified : MCSA, Modern Desktop Administrator.

Experience with scripting and automation (e.g., PowerShell,).

Knowledge of cloud technologies (e.g., Azure AD, Office 365, Google Workspace).

Experience in a large-scale, enterprise-level IT environment.