Level 1 Field Service Technician (Desktop Support)

About the role

NSC Global is looking for Level 1 Field Service Technicians to deliver on-site technical support for customer systems. The role covers hardware troubleshooting, repair and replacement, diagnostics, service call updates, parts handling and customer communication, in line with agreed service levels and established field service procedures. Technicians attend customer locations, validate reported faults, complete the intervention and give accurate updates throughout.

Key responsibilities

• Attend customer sites within agreed service windows and complete each intervention to the required standard.
• Troubleshoot, diagnose and repair desktops, laptops and related client hardware, validating warranty status and asset identification before repairs.
• Use approved diagnostic tools and methods, including built-in diagnostics, LED fault codes and structured logical troubleshooting.
• Manage estimated arrival updates and keep accurate records, with arrival updates within 15 minutes and closure within 30 minutes of completion.
• Generate electronic service reports through the field service platform and obtain customer sign-off after each intervention.
• Reinstall BIOS, drivers and operating systems where instructed and where approved recovery media is available.
• Order additional parts through the approved process and collect, manage, package, label and return defective or unused parts.
• Keep customers informed throughout the intervention and escalate unusual incidents immediately.
• Comply with electrostatic discharge, safety and procedural requirements, report process deviations and quality issues, and complete required authorisations and training.

Required profile

• Experience in Level 1 technical support, field service, desktop support, break/fix support or a comparable customer-facing IT support role.
• Fluent written and spoken English, and fluent written and spoken knowledge of the local language of the assigned territory.
• Valid driving licence and access to a personal vehicle for travel to customer locations.
• Successful completion of criminal background checks and authorisation to work in the assigned territory.

Required skills

• Sound understanding of PC, laptop and client hardware components.
• Working knowledge of operating systems, BIOS, drivers, hardware fault isolation and basic networking.
• Ability to follow structured diagnostic processes and document troubleshooting steps accurately.
• Confident communication, including explaining technical issues to non-technical customers.
• Time management across appointments, travel and service level expectations; attention to detail in tickets, notes, parts handling and reporting.
• CompTIA A+ certification is desirable, especially for new technicians.