Job Description:
Job Title: Field Support Engineer
Job purpose
- The Desktop Support Engineer role is to provide a single point of contact for end users to receive support and maintenance within the organization's end user computing environment.
- Delivering the highest level of support to end users ensuring the most cost-effective use of the business systems and allowing us to gain maximum return on the IT investment.
- This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers, ticketing machines, payment devices and scanners).
- The person will also help with troubleshooting problems (in person, by telephone, or via remote access) in a timely and accurate fashion
- and provide end-user assistance where required & directed.
- On the job training will be given & over a period of time we will help develop your IT know-how in a corporate environment.
The remit of the role includes the following under the supervision of Field Services Manager:
- Install, upgrade, support and troubleshoot Windows 10, 11, MacOSx, Microsoft Office and any other authorised desktop applications.
- Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment.
- Install, upgrade, support and troubleshoot Windows based laptop, desktop and MacOSx
- Install, upgrade, support and troubleshoot for Self Service ticketing machines, Chip and Pin payment devices.
- Upgrade, support and troubleshoot issues related to phones and tablets both iOS and Android
- Upgrade, support and troubleshoot issues related Windows based tablets
- Customize desktop hardware to meet user specifications and site standards
- Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and
- restocks assigned parts inventory to insure proper spare parts levels
- Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised
- peripheral equipment
- Be aware of current Health and Safety requirements and co-operate with Facilities Management
- Performs remedial repairs on computers, laptops, printers and any other authorised peripheral equipment
- Develop trends by monitoring and analysing incoming calls, problems and support requests
- Co-ordinate and manage through to resolution all incidents involving internal/external third line support teams
- Maintain and enhance the Asset Register of IS hardware and software for customer
- Establish and maintain effective working relationships with the Hexaware IS department & supported customers
- To provide a key provision of liaison between relevant areas of the business and the IS department to ensure rapid response to all problems, ideas, issues and queries raised
Main responsibilities:
- (70%) To administer 2nd line support, in response to requests from the business.
- (10%) To ensure that, both through direct response and co-ordinating escalation of problems where appropriate, users
- can operate with maximum systems availability and understanding of the end user computing environment.
- (20%) Other tasks as appropriate.
Technical skills and competencies:
- Familiarity with Intel based computer hardware
- Hands-on experience with Windows/Mac OS environments
- Familiarity with iOS, Android and MDMs Intune and Knox
- Familiarity with layer 1, layer 2 and layer 3 networking devices
- Working knowledge of MS office products
- Hands-on experience with Active Directory and groups and policies
- Hand-on experience with Software deployment SCCM and Altris
- Ability to deal with customers at all levels through an approachable and customer focused awareness.
- An inquisitive and analytical mind who is service driven.
- A methodical and accurate worker, able to manage life cycle of incidents through to resolution.
- Evidence of competent writing skills and attention to detail.
- The ability to communicate clearly.
- The confidence, maturity, and stature to deal effectively with colleagues in all parts and levels of the
- business.
Role-specific knowledge and expertise
Essential
- PC build and repair
- Patch Management
- Mean time to repair - Onsite analysis, diagnosis and resolution of desktop problems for end users
- Collaborate with 3rd level support to prevent system downtime
- Network Changes & Management
- Software/hardware/network troubleshooting
- Assist with server and workstation patching to ensure the security of the infrastructure
- Assist in the maintenance, management and documentation of the network systems
- Ensure performance of team against SLA
- Ability to escalate problems effectively
- Anticipate and report potential issues and problems
- Implementation of improvements and suggestions
- Able to use own initiative to resolve problems while working under pressure
- Experience of providing support across multiple sites
- Flexibility to support under SLAs
Experience, qualifications, and other role-specific requirements
Essential
- Basic GCSE's / A Levels (As per country)
- Studied a computer related subject preferred
- Good A Levels/BTEC or above. (As per country)
- Microsoft Product Knowledge
- Flexibility to operate from different sites (not frequent)
- Knowledge of Field Services Environment