Field Support Technician

IT Field Support Technician provides technical support to end-users through on-site and remote assistance, as well as at trade shows when required. The successful candidate will be responsible for installing, maintaining, and troubleshooting hardware and software systems, as well as assisting with networking and communication issues.

Key Responsibilities:
• Install, configure, and troubleshoot systems: Set up and maintain hardware and software systems, including servers, desktops, laptops, printers, scanners, videoconference equipment and mobile devices. Resolve any technical issues that arise during installation or daily use.
• Provide technical support: Offer prompt and efficient technical assistance to end-users in various settings, including on-site, remote sites, remote users, and at trade shows as required.
• Network support: Assist with the setup and maintenance of local area networks (LAN), wide area networks (WAN), and wireless networks. Troubleshoot network connectivity issues and assist in the configuration of routers, switches, and firewalls.
• Issue diagnosis and resolution: Identify and resolve technical issues related to hardware, software, and network systems. Provide guidance and step-by-step instructions to end-users for problem resolution.
• User training and support: Conduct training sessions for end-users on various applications and systems. Respond to user inquiries, providing guidance and troubleshooting assistance in a professional manner.
• Documentation and reporting: Document support requests and resolutions in a ticketing system. Maintain accurate records of hardware and software inventory. Generate reports on support activities and system performance as required.
• Collaboration with IT team: Collaborate with other IT team members to resolve complex technical issues, escalate problems when necessary, and contribute to ongoing IT projects and initiatives.
• Stay updated with technology trends: Keep up-to-date with emerging technologies and industry trends in the IT field. Share knowledge and insights with the team to enhance the overall IT infrastructure and support services.

Key Metrics:
• Resolution of server related issues in a timely fashion; maximum response time of 30mins to all server related issues.
• Timely response of Technical Support calls.
• High degree of customer satisfaction with regards to work product
• Consistent recording of tickets

Why should you become our team member?
At Spin Master we believe that our people are one of our most valuable assets. Your efforts at Spin Master are a part of your life’s work and Spin Master honors your contribution with a total rewards program that includes tangible and intangible benefits.
• Global Working Environment
• Meal vouchers fully paid by the employer (7,50€/working day)
• Referral program
• Learning & Development - We're committed to supporting your continuous learning. For our employees, we provide LinkedIn Learning, language courses, and much more.
• 2x sick day + Birthday day off
• Employee discounts - Eligible to receive free toys during the holiday season and can purchase toys for discounted prices.
• Possibility of career growth
• Flexible working hours
• Employee Assistance Program
• Allowance for sports activities – Multi sport card
• Life and Accident Insurance
• Medical care benefit