Field Engineer

Key Duties / Responsibilities:

• Provide advanced Level 2 support for Windows, macOS, and mobile devices.
• Troubleshoot Teams Voice, Surface Hub 3, AV/VC, and printing solutions.
• Support Generative AI tools and automation for modern workplace enablement.
• Assist in network connectivity, Wi-Fi troubleshooting, and infrastructure coordination.
• Participate in IT refresh projects, new office setups, and IT deployments.
• Deliver user training sessions and drive process improvements.
• Manage vendors and stakeholders in a matrix environment.
• Handle IT asset management, stock control, and e-waste disposal.

1. Desktop/Laptop Support: Troubleshoot hardware/software, install OS, perform upgrades.
2. Server Maintenance: Replace drives, PSUs, DIMMs; perform system updates and fixes.
3. Storage Systems: Maintain SAN/NAS devices, plan capacity, and replace faulty parts.
4. Network Infrastructure: Configure CISCO switches/routers, ensure connectivity, apply security.
5. Cisco Router Support: Troubleshoot and maintain routers, firmware updates.
6. Rack & Stack: Install, cable, and optimise server racks and network devices.
7. Documentation: Maintain hardware records, prepare reports, document procedures.
8. User Support: Train users and communicate technical guidance effectively.
9. Emergency Response: Provide on-call support for urgent issues.

Qualifications & Skills:

• Bachelor’s in IT/Computer Science (or equivalent experience).
• Certifications like CompTIA A+, Network+, or CCNA preferred.
• Proven IT field support experience.
• Strong hardware, networking, and Cisco router knowledge.
• Excellent communication and teamwork skills.
• Physically fit, willing to travel, and able to handle equipment.

Desired Skills & Experience:

• 5+ years of enterprise IT support experience.
• Knowledge of Windows 7/10, Active Directory, Office 365, DHCP, DNS.
• Familiarity with ServiceNow or similar ITSM tools.
• Good prioritisation, communication, and decision-making skills.
• Proficient in Windows 7/10, Active Directory, Office 365, SharePoint, DHCP, DNS.
• Experience with ServiceNow or similar ticketing tools.
• Strong decision-making, prioritisation, and self-discipline.
• Act as the first point of IT contact for the site.
• Provide end-user desktop/laptop support and smart hand assistance for network & servers.
• Handle software installations, onboarding/offboarding, and IT asset sanitisation.
• Deliver executive/VIP support and assist backend teams with network/server issues.
• Manage IP phones, VC systems, printers, and application issues.
• Troubleshoot Windows 10, Office 365, VPN, and SharePoint.
• Maintain office IT asset records and coordinate vendor support.
• Participate in IT projects and BAU operations (SLA, CSAT, ticket management).
• Lead documentation, process alignment, and onsite training activities.