Field Support Officer (FSO)

Field Support Officer (FSO)Position OverviewWe are looking for a Field Support Officer (FSO) to provide on-site technology support for one of our global clients in Panama.
The successful candidate will be responsible for delivering first- and second-level technical support to end users, ensuring timely and high-quality resolution of incidents and service requests related to end-user devices, operating systems, corporate applications, peripherals, connectivity, and End User Computing services.
The FSO will work as part of a regional Field Services organization and collaborate closely with the Service Desk and multiple local, regional, and global technical teams to ensure business continuity and an excellent end-user experience.
Key ResponsibilitiesProvide on-site technical support to end users at the client’s Panama office.Diagnose and resolve incidents involving laptops, desktops, monitors, docking stations, printers, peripherals, and other corporate devices.Provide support for Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, and other corporate applications.Manage and follow up on incidents and service requests through the corporate ITSM platform, ensuring clear, accurate, and complete ticket documentation.Meet established SLA targets and follow the appropriate escalation procedures.Install, configure, replace, and troubleshoot end-user computing equipment.Support PC Refresh activities, including device preparation, configuration, deployment, migration, replacement, and recovery.Support Joiner/Mover/Leaver activities when applicable.Assist with IT asset inventory and lifecycle management activities.Maintain accurate records related to asset assignment, return, storage, and movement.Coordinate with Service Desk, Network, Infrastructure, Security, Asset Management, and other specialized technical teams to resolve escalated incidents.Provide support for VIP users and critical situations according to established procedures.Perform initial troubleshooting for LAN, Wi-Fi, and VPN connectivity issues from an end-user perspective and escalate to the appropriate technical team when required.Coordinate activities with local vendors when necessary.Maintain clear and professional communication with end users, technical teams, and management.Follow corporate information security, data protection, and confidential information handling policies.Participate in local and regional technology, infrastructure, and End User Computing projects.Identify opportunities for continuous improvement and contribute to the creation and maintenance of technical documentation and Knowledge Base Articles.Required Technical KnowledgeHands-on experience supporting laptop and desktop hardware.Windows 10 and Windows 11.Microsoft 365, including Outlook, Teams, OneDrive, and Office applications.Active Directory and basic user/device administration concepts.Microsoft Intune/Endpoint Management knowledge is desirable.Basic networking knowledge, including TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN.Corporate software installation and troubleshooting.Remote support tools.Understanding of ITIL processes and ITSM platforms; ServiceNow experience is desirable.Experience with IT Asset Management and hardware inventory processes.Understanding of information security principles and proper handling of confidential information.Education and ExperienceTechnical degree, bachelor’s degree, or equivalent qualification in Information Technology, Computer Science, Telecommunications, Systems Engineering, or a related field.2+ years of experience in Technical Support, Desktop Support, Field Services, advanced Service Desk, or a similar role.Experience working within corporate environments, preferably supporting multinational organizations.Demonstrated experience providing direct, hands-on technical support to end users.Key Skills and CompetenciesStrong customer service and end-user orientation.Strong troubleshooting and technical analysis skills.Clear and professional communication.Ability to work independently and manage competing priorities.Strong organizational and follow-up skills.Ability to work effectively under pressure and manage critical situations.Teamwork and collaboration with remote and multicultural teams.Proactive and results-oriented mindset.Strong attention to detail, particularly regarding ticket documentation and asset management.LanguagesSpanish: Native or advanced proficiency.English: Intermediate to advanced proficiency (B2 or above preferred), with the ability to participate in meetings, document technical activities, and communicate effectively with global technical teams. (Not essential)AvailabilityAvailability to work on-site at the assigned office in Panama.Availability to support scheduled activities outside regular business hours when required for projects, maintenance activities, or critical situations.Ability to collaborate with teams operating across different time zones.
Ideal CandidateWe are looking for a service-oriented, accountable, and technically capable professional who can professionally represent HCLTech while acting as the on-site technology point of contact for users in Panama.The ideal candidate will combine strong technical troubleshooting skills with excellent interpersonal abilities, a sense of urgency, ownership, and the ability to coordinate effectively with regional and global support teams.