IT Field Service Agent

Description du poste:

Overview

PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated nearly $94 billion in net revenue in 2025, driven by a complementary beverage and convenient foods portfolio that
includes Lay's, Doritos, Cheetos, Gatorade, Pepsi-Cola, Mountain Dew, Quaker, and SodaStream. PepsiCo's product portfolio includes a wide range of enjoyable foods and drinks, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.
Guiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with pep+ (PepsiCo Positive). pep+ is our strategic end-to-end transformation that places sustainability at the center of our business strategy, seeking to drive growth and build a stronger, more resilient future for PepsiCo and the communities where we operate. For more information, visit www.pepsico.com, and follow on X (Twitter), Instagram, Facebook, and LinkedIn @PepsiCo.
Responsibilities

The main objective of this role is to provide onsite support to users, infrastructure, and local operations. The role manages local IT asset and inventory, plans for refresh cycles; role addresses end user tickets and provides resolution where needed per end user expectations and communicates various notifications.
Provides second level support based on incidents and support request from Service Desk, requested by customers, in a timely manner and according to agreed standards, procedures and KPIs. Maintain desktops, laptops, printers, Ipads, desk phone , handhelds, mobile phones and peripheral equipment.
Accountabilities

* Provides full-cycle technical support of IT equipment (as a smart hands): acceptance from the supplier, commissioning, delivery to users, repair through authorized service centers, utilization.
* Represents of IT Operations on a site, manages regional specific Field Service operations (i.e. walk-in, ticket logging, trouble-shouting, support, reporting, customer satisfaction, major incident resolution).
* Initiates OS and equipment refreshes per approved cycles.
* Perform stocktaking activities, coordinate overall IT asset accounting (equipment receipt, issuing, internal transfer, disposals, utilization, etc.)
* Smartphones purchase with mobile phone provider tools , phones provisioning , manage stock and warranty RMA for Smartphones and support for 150 Ipads\HHC, manage and control packages on mobile phones.

Qualifications

Key Skills/Experience Required
* Good understanding of IT infrastructure, End User Computing, PC, Security Tools, Smartphones, Compute, Network infrastructure
* Be a result-driven, communicative person who can work independent / remotely from a manager.
* Strong teamwork, customer oriented
* Supplier management experience (Basic level)
* Effectively prioritize and execute tasks in a high-pressure environment
* Process orientated mindset - experience with ServiceNow, toolset (or similar) is an asset.
* Ability to translate and present complex technical information/solutions into end-user language
* Experience working within an international organization
* Team player

Educational Background
* Ideally educated to degree level or equivalent standard (IT preferable)
* B2 - Intermediate Level English (communication skills) mandatory - high level preferred
* Certification in ITIL Foundations -preferred
* Certification in Networks would be considered as a plus
* Driver's license - preferred

The main objective of this role is to provide onsite support to users, infrastructure, and local operations. The role manages local IT asset and inventory, plans for refresh cycles; role addresses end user tickets and provides resolution where needed per end user expectations and communicates various notifications.
Provides second level support based on incidents and support request from Service Desk, requested by customers, in a timely manner and according to agreed standards, procedures and KPIs. Maintain desktops, laptops, printers, Ipads, desk phone , handhelds, mobile phones and peripheral equipment.
Accountabilities

* Provides full-cycle technical support of IT equipment (as a smart hands): acceptance from the supplier, commissioning, delivery to users, repair through authorized service centers, utilization.
* Represents of IT Operations on a site, manages regional specific Field Service operations (i.e. walk-in, ticket logging, trouble-shouting, support, reporting, customer satisfaction, major incident resolution).
* Initiates OS and equipment refreshes per approved cycles.
* Perform stocktaking activities, coordinate overall IT asset accounting (equipment receipt, issuing, internal transfer, disposals, utilization, etc.)
* Smartphones purchase with mobile phone provider tools , phones provisioning , manage stock and warranty RMA for Smartphones and support for 150 Ipads\HHC, manage and control packages on mobile phones

Profil requis du candidat:

Key Skills/Experience Required
* Good understanding of IT infrastructure, End User Computing, PC, Security Tools, Smartphones, Compute, Network infrastructure
* Be a result-driven, communicative person who can work independent / remotely from a manager.
* Strong teamwork, customer oriented
* Supplier management experience (Basic level)
* Effectively prioritize and execute tasks in a high-pressure environment
* Process orientated mindset - experience with ServiceNow, toolset (or similar) is an asset.
* Ability to translate and present complex technical information/solutions into end-user language
* Experience working within an international organization
* Team player

Educational Background
* Ideally educated to degree level or equivalent standard (IT preferable)
* B2 - Intermediate Level English (communication skills) mandatory - high level preferred
* Certification in ITIL Foundations -preferred
* Certification in Networks would be considered as a plus
* Driver's license - preferred