About this role
Field Service Technician
Job Description: The IT Field Service Technician will provide high-quality end-user hardware and software support, ensuring an excellent end-user experience across the assigned region. The role will support the APAC End User Compute (EUC) team, provide hands-on assistance to global Networking and Data Centre Services teams, and contribute to the successful execution of IT projects in the region. Your Responsibilities: 1. End-User Computing Support
• Resolve IT incidents and service requests related to end-user computers, peripherals, mobile devices, and telephones within defined timelines and service quality standards. • Set up, configure, image, and deploy computers and peripherals in accordance with the company’s standard operating environment (SOE). • Install and troubleshoot software, configure printers and drivers, and provide basic support for Windows 10 and Windows 11 environments. • Manage computer objects and user-related configurations in Active Directory. • Provide support for Apple iOS devices, including iPhones and iPads. • Assist end users with IT-related queries, providing guidance and training in accordance with company policies and standards. • Maintain accurate incident and service request records using the designated ticketing system. • Collaborate with global IT teams to resolve technical issues and improve the overall end-user experience. 2. Networking and Data Centre Support
• Provide in-region, hands-on support to global Networking and Data Centre Services teams. • Assist with the procurement, installation, and physical setup of network and server equipment in racks. • Perform network cable patching to switches and support other physical connectivity requirements. • Coordinate with external vendors for hardware procurement, technical support, and maintenance activities. • Ensure that all hardware installations and related activities comply with established IT standards and procedures. 3. IT Project Support
• Provide local and in-region technical assistance for the implementation and execution of IT projects. • Support hardware deployment, equipment installation, configuration, and other project-related activities. • Coordinate with global IT teams, local stakeholders, and external vendors to ensure timely project delivery. • Assist with project-related troubleshooting and provide on-site support as required. 4. Collaboration and Service Excellence
• Work closely with technical and non-technical stakeholders to understand and address IT support requirements. • Manage changing priorities effectively while maintaining service quality and meeting agreed timelines. • Share technical knowledge, assist in training team members, and contribute to continuous improvement initiatives. • Participate in on-call support, including occasional weekend, holiday, and overtime work as required. 5. Ethics, Compliance, and Safety
• Uphold ADM’s core values of Integrity, Resourcefulness, Respect, Teamwork, Excellence, and Responsibility. • Comply with company policies, procedures, applicable legislation, and relevant industry standards. • Maintain professional conduct and ensure that all required technical licenses and certifications remain valid. • Follow ADM’s health and safety policies, identify and report workplace hazards, and promptly report incidents, near misses, and injuries. • Ensure company equipment and property are maintained in a secure, safe, and orderly condition.
: Your Profile:
• Minimum of 3 years of experience in end-user hardware and software support • Experience providing IT field support, desktop support, or end-user computing services in a corporate environment. • ITIL certification is preferred. • Hands-on experience using IT service management or ticketing tools to manage incidents and service requests. • Experience setting up, configuring, imaging, and deploying computers and peripherals. • Working knowledge of Active Directory and standard operating environment (SOE) imaging. • Proficiency in installing and troubleshooting software, configuring printers, and installing printer drivers. • Basic knowledge of Windows 10 and Windows 11 operating systems. • Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint. • Experience supporting Apple iOS devices, including iPhones and iPads. • Basic hands-on experience with physical installation of network and server equipment in racks and patching network cables to switches. • Experience coordinating with external vendors for IT hardware procurement and technical support. • Ability to provide IT guidance and training to end users in line with company policies, procedures, and standards. • Fluency in written and spoken English. • Strong customer service orientation and a commitment to delivering a positive end-user experience.