Level 2 Field Technician - Workplace Technology Solutions

Company Summary:
Since 2002, DVI Solutions has been a leading provider of audio-visual setups to help our clients communicate and collaborate better--whether it's with colleagues across the office, or partners on the other side of the world. We have presence across Japan, Singapore, Thailand, Shanghai, Hong Kong, Philippines, Vietnam, India, Malaysia and Indonesia. Our satisfied clients include corporations, government agencies, schools, retail stores, hotels and many more.

Job Summary

The Level 2 Field Technician is responsible for providing onsite technical support for AV, end-user computing devices, workplace technologies, and IT infrastructure. This role serves as an escalation point for Level 1 support, ensuring timely resolution of incidents, service requests, and technical issues while delivering excellent customer service to internal stakeholders and business users.

The technician will support a variety of workplace technologies including desktops, laptops, mobile devices, conferencing systems, printers, networking equipment, and enterprise applications in a fast-paced corporate environment.

Key Responsibilities

• Provide Level 2 technical support for hardware, software, and workplace technology issues.
• Diagnose and troubleshoot incidents
• Support Microsoft Windows environments, Microsoft 365 applications, and collaboration platforms such as Microsoft Teams and Zoom.
• Perform installation, configuration, maintenance, and replacement of IT equipment.
• Manage onboarding and offboarding activities including device provisioning, account setup, and access support.
• Support meeting room and AV technologies including video conferencing systems and collaboration tools.
• Handle escalated incidents from Level 1 support teams and ensure issues are resolved within SLA targets.
• Coordinate with vendors and third-party service providers for hardware repairs and support activities.
• Maintain accurate documentation of incidents, asset records, technical procedures, and knowledge articles.
• Support software deployment, patch management, and endpoint management activities.
• Assist with network connectivity troubleshooting including Wi-Fi, VPN, and LAN issues.
• Participate in IT projects, office moves, refresh exercises, and workplace technology upgrades.
• Ensure compliance with IT security policies, operational standards, and best practices.

Requirements

• 1+ years of experience in technical AV support, field services, or workplace technology support.

• Experience supporting on-site at clients’ locations (corporate office and end-user facing role)

• Strong knowledge of:
• AV technologies (AV control systems, video conferencing platforms etc.)
• Microsoft 365 suite
• Active Directory
• Hardware troubleshooting
• Basic networking concepts
• Experience with ITSM/ticketing tools such as ServiceNow or Jira Service Management.
• Good understanding of ITIL processes and service delivery practices.
• Strong troubleshooting and problem-solving skills.
• Willingness to travel between sites or provide onsite support when required.
• Experience with conference room technologies and workplace collaboration tools.

• May require after-hours or weekend support during critical incidents or project implementations

Why Join us

• Opportunities to work on regional projects with global brands.
• Exposure to multinational clients, cross-border teams, and cutting-edge technology.
• Exposure to solutions that include immersive video walls, hybrid meeting tech, collaboration tech, digital transformation, smart workspace integration and much more.
• Team-oriented culture that encourages collaboration and continuous learning.