Senior Administrator - Desk Side Services, AMT Asset Management Software

Job Summary

Senior Field Support Specialist:

FSO Senior Engineer (L3) Role Summary The FSO Senior Engineer (L3) is a senior, site critical role responsible for delivering high quality, priority IT support in large and complex enterprise environments. The role combines advanced Level 3 technical expertise, strong customer engagement, and operational leadership to ensure business continuity for critical users and functions. This position operates with high autonomy, supports time sensitive issues, and plays a key role in maintaining service excellence at strategic locations.

• Key Responsibilities Priority User Support • Act as a single point of contact for high priority users and business critical IT issues.
• Deliver personalized, high quality support with rapid response and resolution.
• Manage incidents with urgency and professionalism, ensuring minimal business disruption. Advanced Technical Support (L3) • Provide advanced Level 2/3 troubleshooting across Windows and macOS environments.
• Support enterprise applications, collaboration tools, mobility devices, and peripherals.
• Perform complex diagnostics, root cause analysis, and permanent fixes.
• Coordinate with network, security, and infrastructure teams while retaining end to end ownership. Meeting Room & Event Readiness • Provide planned support for important meetings, events, and critical business sessions when required.
• Ensure readiness of meeting rooms, collaboration technology, and audio/video systems.
• Conduct proactive checks of critical rooms and shared technology spaces. Operational Leadership • Act as the senior onsite FSO resource for large or strategic locations.
• Mentor and guide Band 1 and Band 2 technicians; provide escalation support and technical direction.
• Ensure adherence to ITIL processes, service standards, and security policies.
• Support local service improvements and operational stability. Availability & Coverage • Participate in on call and after hours rotations for critical incidents as required.
• Support users across different time zones in coordination with remote support teams. Stakeholder Management • Build trusted relationships with senior business stakeholders and key users.
• Communicate clearly and confidently during high pressure or high impact situations.
• Handle sensitive information with discretion and professionalism.

Success Measures

• High satisfaction scores from priority users and stakeholders.
• Consistent achievement or over achievement of SLA targets.
• Reduced escalations and improved first time resolution.
• Demonstrated reliability during critical incidents and business events.

Required Experience & Skills:

• 4–5+ years of enterprise end user computing / deskside support experience, including Level 3 exposure.
• Strong expertise in Windows, macOS, Office 365, collaboration platforms, and mobility solutions.
• Experience supporting large sites or business critical user groups.
• Excellent communication, customer service, and stakeholder management skills.
• Ability to work independently, prioritize effectively, and perform under pressure.
• Willingness to support after hours and on call requirements.

Recommended Band / Sub Band Band: Band 3 Sub Band: Band 3 – Senior / Premium Justification: This role aligns with Band 3 due to its senior technical scope, leadership responsibilities, and Level 3 support expectations. The Senior/Premium sub band reflects the criticality of the users supported, higher accountability, advanced skill requirements, and the need for availability beyond standard support roles.

Key Responsibilities

Hands & feet for digital workplace projects

Skill Requirements

Digital workplace troubleshooting and expert

Other Requirements

Hands & feet