Field Tech Officer (FTO)

Job Title: Field Tech Officer (Level 1 / 2 depending on experience)
Reports To: Technical Operations Lead / Service Manager
Location: On-site at client premises

Technical Responsibilities

• Install, configure, and maintain desktops, laptops, printers, routers, mobile and network devices.
• Perform on-site troubleshooting of hardware, software, and network issues.
• Install and configure operating systems (Windows) and common business software.
• Manage device replacements, backups, antivirus, and patching.
• Document every site visit, ticket resolution, and issue escalation.
• Set up and support VoIP phones, surveillance systems, and other peripherals.
• Report recurring issues to leadership for root-cause analysis.
• Handle emergency calls during business hours (or rotational after-hours/weekends if needed).

Client-Facing / People Skills

• Communicate clearly with non-technical clients — especially under pressure.
• Listen actively and extract exact pain points.
• Represent your company with professional appearance and punctuality.
• Document notes for hand-off to other techs and for record-keeping.
• Educate clients gently when necessary, without sounding arrogant or rushed.
• Stay calm and composed even when dealing with frustrated clients.
• Maintain confidentiality and respect client data.

Requirements

• 1+ years in IT support or technical field work (desktop/network support)
• Working knowledge of basic networking (IP, DNS, DHCP), Windows, and cloud tools
• Willingness to travel between client sites
• Ability to lift and move equipment (~30lbs)
• Comfortable using ticketing systems, documentation tools, remote access tools such ServiceNow and Asset Panda
• Certifications (preferred): CompTIA A+, Network+

Soft Skills

• Problem-solver mindset — doesn’t freeze under pressure.
• Doesn’t guess — knows when to escalate or double-check.
• Treats clients like partners, not a burden.
• Self-motivated — doesn’t need micromanagement
• Detailed — writes accurate ticket notes and documentation
• Time aware — knows how to triage onsite tasks under a schedule
• Curious — learns new tools, doesn’t stay stagnant