IT Field Support Technician (On-Site & Remote Support)

About the role

GATESOURCE HR is recruiting an IT Field Support Technician in St. Maarten who delivers on-site technical assistance to internal users and keeps systems and networks running optimally. The role involves regular travel to various sites to fix infrastructure and application issues, as well as proactive maintenance and user training.

Key responsibilities

• Deliver on-site and remote technical support to end-users and handle operational incidents and application issues, performing updates and maintenance as needed.
• Install, configure and maintain hardware, software and related systems.
• Support technology operations at primary facilities, airport point-of-sale systems and VIP lounge locations.
• Track and maintain an accurate inventory of IT assets, and keep documentation such as user guides, troubleshooting procedures and system manuals.
• Train staff in the correct use of hardware and software tools.
• Monitor network and system performance and security, and keep an activity log of resolutions, incidents and user satisfaction.
• Collaborate with other IT teams, suggest improvements based on emerging technologies, and report progress on deployments, updates and maintenance to stakeholders.
• Enforce IT policy compliance, carry out preventive maintenance, manage vendor relationships and respect SLAs.

Required profile

• Bachelor's degree completed and at least one relevant technical certification.
• Minimum of 4 years in IT support roles, with a proven track record of diagnosing and resolving hardware and software problems.
• Spanish at minimum A1 level (A2 preferred).
• Willingness to travel as required.

Required skills

• Proficiency with Windows and virtual machine environments.
• Networking protocols such as TCP/IP, DNS and DHCP.
• Basic configuration of firewalls, switches, routers and access points (L1 support / remote hands).
• Familiarity with remote support tools such as TeamViewer and Remote Desktop.
• Experience with enterprise applications such as ERP, POS, financial and payroll systems.