Field Engineer

Job Description Structure-

Naming convention for each job description file- Field Engineer - Singapore

8. Role Summary / Job Purpose

• As an L2 IT Field Engineer, you will act as a senior technical specialist responsible for providing advanced on-site and remote support across a broad range of IT infrastructure components, including desktops, laptops, servers, storage systems, networking equipment, and Cisco routers. Your role will involve in-depth troubleshooting, system optimisation, maintenance, and hardware replacement to ensure maximum uptime and operational efficiency. You will also lead and oversee rack-and-stack deployments and infrastructure upgrades while mentoring junior engineers.

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9. Key Responsibilities

End-User and Desktop Support

• Deliver advanced technical support for desktops, laptops, and peripherals.
• Diagnose, resolve, and document complex hardware and software issues.
• Perform OS installations, upgrades, and software configuration as required.
• Execute hardware replacements and upgrades (RAM, drives, motherboards, etc.).

Server Administration and Maintenance

• Perform preventive maintenance and upgrades for enterprise servers.
• Replace and configure critical components such as HDDs, PSUs, DIMMs, and cache modules.
• Monitor system performance and implement corrective actions to ensure service continuity.
• Troubleshoot both hardware and software-level server issues to minimise downtime.

Storage and Backup Systems

• Support and maintain SAN/NAS storage environments.
• Manage capacity planning, optimisation, and performance tuning.
• Replace defective drives or storage modules and validate system health post-replacement.

Network Infrastructure Management

• Configure, monitor, and troubleshoot switches, routers, and access points.
• Ensure robust network connectivity and security across all layers.
• Apply and maintain network security standards, including firewall policies and VLAN configurations.

Cisco Router and Switch Support

• Maintain and configure Cisco routing and switching infrastructure.
• Diagnose routing, connectivity, and performance issues.
• Manage firmware upgrades, security patches, and configuration backups.

Rack and Stack Operations

• Lead installation, cabling, and configuration of server and network racks.
• Ensure cable management and labelling adhere to best industry practices.
• Conduct detailed site surveys, physical inspections, and equipment audits.

Documentation and Reporting

• Maintain comprehensive documentation for hardware configurations and change logs.
• Create detailed incident, activity, and resolution reports.
• Maintain accurate asset and inventory records in coordination with IT asset management teams.

                    Mentoring and User Support

• Guide and support junior engineers and on-site technicians.
• Deliver professional assistance and technical training to end users when required.
• Communicate effectively with customers and stakeholders, ensuring complete satisfaction.

Incident and Escalation Management

• Act as the final point of escalation for unresolved field issues.
• Participate in on-call rotations and respond promptly to critical incidents.
• Provide post-incident analysis and recommendations for process improvement.

10. Required Skills

• Bachelor’s degree in information technology, Computer Science, or a related discipline (or equivalent experience).
• Professional certifications such as CompTIA A+, Network+, Cisco CCNA/CCNP, Microsoft, or VMware are highly desirable.
• Minimum 5+ years of experience in IT Field Support, including Level 3 or senior technical roles.
• Strong proficiency in diagnosing and resolving complex IT infrastructure issues.
• In-depth knowledge of server, network, and storage systems, particularly Cisco and Dell/HP hardware.
• Excellent analytical, communication, and interpersonal skills.
• Ability to lead technical operations independently and manage multiple on-site priorities.
• Physically capable of handling equipment and working in data centre environments.
• Must possess a valid driving licence and be willing to travel across client sites as required.

11. Tools / Systems / Technical Knowledge

• Especially essential for technical, HR, finance, analytics, and digital roles

12. Decision-Making Authority

• What decisions the role can make independently
• Scope of influence

13. Problem-Solving Complexity

• Routine, moderate, or complex tasks
• Degree of ambiguity or innovation expected

14. Stakeholder Management / Influence

• Major stakeholders for the role and if involves interactions with them
• Client facing role or non-client facing role
• Level of influence (peers, cross-functional, leadership)

15. Education & Certification Requirements

• CompTIA Network+
• Cisco CCNA
• Cisco CCNP

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16. Experience Requirements

• Minimum 5+ years of experience in IT Field Support, including Level 3 or senior technical roles