Level 1 Field Support Officer (FSO) at Blue Pearl Consulting Services

Job Description

• We are seeking a Level 1 Field Support Officer (FSO) to provide on-site technical support and assistance to end-users, ensuring smooth operation and prompt resolution of technical issues.
• The FSO will respond to support requests, troubleshoot hardware and software issues, and escalate more complex problems as needed.
• This role is ideal for someone with strong interpersonal skills and a foundational understanding of IT support.

Key Responsibilities
Technical Support and Troubleshooting:

• Provide first-level technical support for hardware, software, and network issues to on-site users.
• Diagnose and resolve technical issues related to desktops, laptops, printers, and mobile devices.
• Assist with basic troubleshooting for network connectivity issues and escalate more complex network issues to higher-level support.

Incident Response and Escalation:

• Log all support requests and incidents in the helpdesk system, documenting resolutions and any follow-up actions.
• Escalate unresolved issues to Level 2 or Level 3 support teams when necessary, ensuring a timely and efficient resolution.
• Communicate effectively with users regarding issue status, expected resolution times, and follow-up actions.

Installation and Configuration:

• Set up and configure workstations, peripherals, and software applications for new and existing users.
• Perform basic installation, configuration, and updates of software and operating systems.
• Maintain an inventory of IT assets and ensure all equipment is accounted for and tracked.

Customer Service and End-User Training:

• Provide excellent customer service to end-users, ensuring a positive support experience.
• Educate users on basic troubleshooting steps and promote best practices for IT usage.
• Assist users with questions regarding software applications, basic functionality, and IT policies.

Documentation and Reporting:

• Maintain accurate and detailed records of support activities, incidents, and resolutions.
• Generate routine reports on support requests, incident resolution times, and customer satisfaction.
• Contribute to knowledge base articles and documentation for common issues and solutions.

Qualifications

• Education: High School Siploma or equivalent; a certification in IT support (e.g., CompTIA A+, ITIL Foundation) is a plus.
• Experience: 1+ years of experience in IT support or a customer-facing technical support role.
• Technical Knowledge: Basic knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common desktop hardware.

Skills and Competencies
Technical Skills:

• Basic troubleshooting knowledge for hardware and software.
• Familiarity with remote support tools and ticketing systems.
• Understanding of network basics and IP configurations is a plus.

Soft Skills:

• Strong customer service orientation with effective communication skills.
• Ability to work independently and manage time effectively.
• Problem-solving mindset with attention to detail.