On Call Technician

Job brief

We are seeking qualified onsite field service technicians to provide comprehensive IT support across multiple locations. The role involves delivering high-quality deskside, infrastructure, and user support services in alignment with agreed service levels and operational standards.

Support services will be managed through the Allianz ITSM platform, requiring technicians to log, track, and resolve incidents and service requests in accordance with defined processes.

The engagement includes support for standard users, VIP users, and site-specific requirements such as walk-in centers and dispatch-based services.

Responsibilities

• Proven experience in onsite IT support and field services
• Ability to support desktops, laptops, mobile devices, and peripherals
• Familiarity with ITSM/ticketing systems (incident logging, updates, escalation)
• Strong troubleshooting and diagnostic skills
• Language proficiency in local language(s) and basic English
• Ability to work across multiple sites and countries where required
• Supplier must provide necessary tools (e.g., Fluke meters, cable testers, console cables)
• All technicians must be:
  • Named and pre-approved prior to deployment
  • Properly trained and certified where applicable
  • Background-verified

Technician Levels:

• Band 1: Basic support, imaging, hardware troubleshooting, and cable testing
• Band 2: Advanced support, VIP handling, mentoring junior technicians
• WIC (Walk-In Center): Band 1 or 2 depending on site requirements
• Dispatch Technicians: Field-based support operating under Next Business Day (NBD) SLA

Requirements

Deskside & End-User Support Resolve incidents and service requests for laptops and desktops Perform break-fix, software support, imaging, and OS patching Execute IMAC (Install, Move, Add, Change) activities Mobile & Device Support Provide support for mobile phones, tablets, and iPads Perform MDM installation and configuration Meeting Room & AV Support Conduct scheduled weekly health checks Provide onsite support for AV and connectivity issues Printer & Peripheral Support Deliver first-line support for printers and MFDs Replace consumables (toner), resolve jams, and assist with setup Infrastructure & Smart Hands Support Provide Hands, Eyes & Feet support including: Escorting third-party vendors Racking, stacking, and patching Console access and cable testing Network & Telecom Support Support WiFi access points (troubleshooting, replacement, basic reconfiguration) Install and replace IP/DDI phones Share MAC address details with telecom teams Inventory & Asset Management Maintain CMDB / Asset Database updates Perform stock audits and manage inventory Logistics & Accessory Support Restock IT vending machines and accessory lockers Manage secure device pickup and drop-off Event & Special Support Provide onsite IT support during key business events Remote & Dispatch Support Coordinate ship-to-desk/home device deliveries Support remote users with setup where required Respond to dispatch requests under NBD SLA VIP Support Provide high-priority, sensitive support for VIP users (Band 2 technicians) Ensure rapid response and elevated service quality