IT Field Service Support Engineer

Job Responsibilities

• Ability to travel to remote locations
• Own vehicle for driving to different locations and support end Users
• Mileage will be reimbursed
• Available on call support during weekends/holidays as per request
• Provide Deskside / OSS / FSO technical support to Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation and troubleshooting and any other related technology
• Provide high level of customer satisfaction and extremely strong communicator in both verbal and written communication in the local language
• Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines
• Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems
• Work self-sufficiently to perform fault diagnostics, deliver user requirements, while maintaining standards and SLAs
• Accurately test, identify, prepare, repair, resolve, and document end user technical issues relating to Desktop support
• Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity
• Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
• Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professional user facing updates
• To provide infrastructure administration functions
• Support inline with contracted business working hours
• Provide site support in remote offices when required
• Troubleshoot and resolve software issues; OS Imaging/reimaging and associated systems administration activities
• Categorize and prioritize end user support requests and service requests by utilizing a customer ticketing system to track tickets and provide up-to-date status and information
• Ensure regular customer interaction to adhere with update SLA's and high levels of customer service
• Provide daily ticket updates to ensure users are fully updated on updates
• Perform asset inventory activities as needed
• End user training and guidance on the use of hardware and software
• Recommend and / or perform upgrades to end user devices
• This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork

Skills Required

• Excellent skills in user IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, Service Now and other well-known applications
• Administration experience of Azure, Intune, MS Active Directory users & groups, policies and management concepts
• Effective communication in English and/or local language
• Basic known workings of LAN technologies and hardware
• Ability to support technically video conferencing equipment