It Field Support Rider

The IT Field Support Executive is responsible for on-site installation, troubleshooting, maintenance, and support of internet connectivity, networking equipment, and customer IT-related issues. The role ensures timely resolution of technical problems and high customer satisfaction.

Key Responsibilities

Field Support & Troubleshooting

• Visit customer locations for , repair, and maintenance of internet connections
• Diagnose and resolve connectivity issues (slow speed, no internet, frequent disconnection)
• Troubleshoot LAN, Wi-Fi, router, ONU/ONT, switches, and cabling issues
• Replace or configure faulty devices as required

Installation & Configuration

• Configure routers, Wi-Fi settings, IP addressing, and basic firewall rules
• Ensure proper signal strength and optimal Wi-Fi coverage at customer premises

Network & System Support

• Assist in basic network monitoring and fault reporting
• Coordinate with NOC/back-end teams for escalated technical issues
• Perform basic testing using tools like speed test, ping, traceroute

Customer Support & Communication

• Explain technical issues and solutions in a simple, customer-friendly manner
• Provide basic guidance to customers on Wi-Fi usage and device setup
• Maintain professional behavior and company standards during site visits

Documentation & Reporting

• Update job completion status in CRM/ticketing system
• Maintain daily field visit and work reports
• Record device details, serial numbers, and configurations

Compliance & Safety

• Follow company SOPs, safety guidelines, and installation standards
• Ensure proper handling of tools, cables, and equipment

• Diploma or Bachelor’s degree in IT, Computer Engineering, Networking, or related field
• Relevant technical training or certifications will be an advantage

Technical Skills

• Basic understanding of networking concepts (LAN, WAN, IP, DHCP, DNS)
• Knowledge of routers, switches, fiber ONU/ONT devices
• Familiarity with Wi-Fi standards and troubleshooting
• Basic computer hardware and OS knowledge

Soft Skills

• Good communication and customer-handling skills
• Ability to work independently in field conditions
• Time management and problem-solving skills

Experience

• 0–2 years of experience in IT field support, ISP support, or networking
• Freshers with strong technical knowledge are encouraged to apply

Additional Requirements

1. Willingness to travel and work in the field
2. Ability to work on weekends or shifts if required
3. Valid two-wheeler license preferred

Performance Metrics (KPIs)

1. Ticket resolution time (TAT)
2. First-time fix rate
3. Customer satisfaction score (CSAT)
4. Number of repeat complaints