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Key Responsibilities and Required Skills for a Global Technician

💰 $65,000 - $95,000 annually

Information TechnologyField ServiceTechnical SupportEngineering

🎯 Role Definition

The Global Technician is the organization's hands-on technical ambassador, responsible for ensuring the operational stability and performance of our IT infrastructure across the globe. This role involves frequent international travel to install, maintain, and resolve complex technical issues at our international offices, data centers, and partner sites. A successful Global Technician combines deep technical expertise with exceptional problem-solving skills, cultural awareness, and the autonomy to operate independently in diverse and often challenging environments. You are the critical link ensuring our technology works seamlessly, wherever our business takes us.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Field Service Technician
  • IT Support Specialist (L2/L3)
  • Network Administrator

Advancement To:

  • Senior Global Technician
  • Field Service Manager
  • Global Operations Lead

Lateral Moves:

  • Systems Engineer
  • Technical Project Coordinator
  • IT Infrastructure Analyst

Core Responsibilities

Primary Functions

  • Travel extensively, often on short notice, to international locations to perform hands-on installation, configuration, and repair of servers, networking equipment, and end-user hardware.
  • Provide expert-level, on-site troubleshooting and resolution for complex technical incidents and problems that cannot be solved by remote support teams.
  • Manage the entire lifecycle of on-site service deployments, from logistical planning and scheduling to final system commissioning and stakeholder sign-off.
  • Conduct comprehensive system diagnostics and performance analysis on a wide array of technology, including enterprise servers, storage arrays, switches, routers, and unified communications systems.
  • Execute planned infrastructure upgrades, hardware refreshes, and critical software patching during scheduled maintenance windows, often outside of standard business hours.
  • Act as the primary technical lead for new office build-outs and site relocations, overseeing the physical setup and configuration of all IT and network infrastructure.
  • Collaborate effectively with local staff, regional IT teams, and third-party vendors across different cultures and languages to achieve project goals and resolve service issues.
  • Ensure all technical work performed on-site strictly adheres to corporate IT standards, information security policies, and local country-specific regulations.
  • Perform proactive and preventative maintenance on critical systems to identify potential issues, minimize unplanned downtime, and ensure long-term reliability.
  • Create, update, and maintain meticulous documentation for site configurations, standard operating procedures, and troubleshooting guides within the central knowledge base.
  • Serve as the physical escalation point for the global help desk, taking ownership of high-priority incidents that require an in-person, hands-on response.
  • Install, terminate, and test structured cabling, including both copper and fiber optic connections, according to TIA/EIA standards.
  • Manage a personal inventory of tools, diagnostic equipment, and spare parts, coordinating with logistics for international shipping as needed.
  • Deliver clear, detailed, and timely reports summarizing all on-site activities, issues resolved, and recommendations for system or process improvements.
  • Provide informal and formal training to end-users and local IT staff on new technologies and best practices to foster technical self-sufficiency.

Secondary Functions

  • Assist the Global Infrastructure team in evaluating and testing new hardware and software solutions for potential enterprise-wide deployment.
  • Provide high-level remote support to international sites using remote access tools during periods when not actively traveling.
  • Participate in a rotating on-call schedule to address critical, after-hours incidents that impact global operations.
  • Contribute to the continuous improvement of global IT processes by identifying inefficiencies and proposing practical, scalable solutions.
  • Support IT asset management by accurately tracking the deployment, transfer, and disposal of hardware assets across all international locations.
  • Collaborate with project managers to help define technical tasks, estimate timelines, and provide regular status updates for global IT initiatives.

Required Skills & Competencies

Hard Skills (Technical)

  • Advanced Hardware Troubleshooting: Deep, hands-on expertise in diagnosing and repairing enterprise-class hardware, including servers (Dell, HPE), SAN/NAS storage, and network appliances.
  • Network Administration: Strong practical knowledge of networking protocols and concepts (TCP/IP, DNS, DHCP, VLANs, VPN) and experience configuring switches, routers, and firewalls (Cisco, Meraki, Palo Alto).
  • Operating System Proficiency: In-depth ability to deploy, manage, and troubleshoot various operating systems, primarily Windows Server and Windows 10/11, with a working knowledge of Linux.
  • ITSM & Documentation: Proficiency using IT Service Management (ITSM) platforms like ServiceNow or Jira for incident and change management, and a strong commitment to detailed documentation.
  • Data Center & Cabling: Experience working in data center environments, including rack and stack of equipment, and hands-on skills with structured cabling installation and testing.
  • Remote Management Tools: Expertise in using remote management interfaces (iDRAC, iLO) and remote access software (RDP, TeamViewer, BeyondTrust) to manage systems globally.

Soft Skills

  • Problem-Solving Under Pressure: A demonstrated ability to think critically and logically to resolve complex technical issues in high-stakes situations with minimal supervision.
  • Autonomy & Self-Discipline: The ability to work independently, manage a fluctuating travel schedule across time zones, and remain productive and motivated without direct oversight.
  • Cross-Cultural Communication: Excellent interpersonal skills with the capacity to communicate complex technical information clearly and respectfully to diverse, multicultural, and non-technical audiences.
  • Adaptability & Resilience: A flexible mindset and positive attitude toward handling unexpected travel, changing priorities, and navigating the logistical challenges of working in unfamiliar countries.
  • Meticulous Attention to Detail: A strong focus on precision and accuracy in all aspects of work, from hardware installation and configuration to process documentation and reporting.
  • Customer Focus: A dedicated, service-oriented approach focused on delivering a high-quality experience and tangible solutions to end-users and business stakeholders.

Education & Experience

Educational Background

Minimum Education:

  • Associate's Degree in a technical discipline OR equivalent combination of experience and professional certifications (e.g., CompTIA A+, Network+, CCNA).

Preferred Education:

  • Bachelor's Degree.

Relevant Fields of Study:

  • Information Technology
  • Network Engineering
  • Computer Science

Experience Requirements

Typical Experience Range:

  • 3-7 years of progressive, hands-on experience in a field service, data center operations, or Level 3 infrastructure support role.

Preferred:

  • Proven experience in a role that required at least 30% international travel for technical purposes. Must possess a valid passport and have the ability to obtain necessary visas for global travel.
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