Technical Field Support Officer

About the role

The Technical Field Support Officer supports the rollout, installation, configuration, maintenance and technical support of a hardware-dependent solution across multiple sites. The role ensures that deployed hardware, peripherals, connectivity components and related systems stay operational and well maintained, and provides hands-on field support, troubleshooting, user training and asset record keeping.

Key responsibilities

• Deploy, install, configure, test and commission hardware such as computers, tablets, printers, scanners, biometric devices, routers and switches; carry out pre-deployment site checks and document handovers.
• Provide first-line and second-line technical support, diagnose hardware faults, connectivity and power issues, and carry out preventive maintenance.
• Coordinate repairs, replacements and warranty claims, escalate unresolved issues, and liaise with vendors and network providers.
• Train users on device operation, basic troubleshooting and reporting, and prepare user guides, checklists and FAQs.
• Maintain an accurate hardware register (serial numbers, locations, users, maintenance history) and prepare installation, site visit, maintenance and incident reports.
• Support basic network setup and troubleshooting, identify power issues, and take part in nationwide field visits.
• Ensure installations meet technical standards and security requirements, report misuse, loss or damage, and run post-installation checks.

Required profile

• Degree in Information Technology, Computer Science, Computer Engineering, Telecommunications, Electrical/Electronic Engineering or a related field.
• At least 3-5 years of experience in technical support, hardware maintenance, field operations, IT support or technology deployment.
• Practical experience supporting hardware-dependent solutions across multiple sites; experience with large rollouts, government systems, biometric or POS systems is an added advantage.
• Willingness to travel extensively across the country and to work flexible hours during rollout or emergencies.

Required skills

• Strong troubleshooting and problem-solving ability.
• Good communication and user-support skills.
• Attention to detail in documentation and asset tracking.
• Ability to work independently in the field and to train non-technical users.