Central Field Support Lead

• Coordinate field support activities and daily IT operations.
• Monitor and track incidents, service requests, and tickets.
• Provide basic troubleshooting for hardware, software, network, and peripheral issues.
• Coordinate with field engineers, service desk, and internal IT teams.
• Ensure tickets are resolved within defined SLA/TAT.
• Maintain support records, reports, and asset information.
• Escalate unresolved or critical issues to the appropriate technical team.
• Follow standard SOPs, escalation matrix, and ITSM processes.
• Support installation, replacement, configuration, and maintenance of IT devices.
• Provide regular status updates to users and stakeholders.

Good to Have:

• Knowledge of Windows, desktop/laptop troubleshooting, printers, and networking.
• Knowledge of Active Directory / Office 365.
• Experience with ServiceNow or any ITSM tool.
• Good communication and coordination skills.
• Basic knowledge of SLA, ticketing, and escalation processes.