Field Engineer

Job Description:

8. Role Summary / Job Purpose 

Provide advanced on-site and remote IT support for desktops, laptops, servers, storage, networking equipment, and Cisco routers. Responsible for troubleshooting, maintenance, hardware replacement, infrastructure deployments, rack-and-stack activities, and system upgrades to ensure optimal performance and minimal downtime. Also supports technical guidance and mentoring of junior engineers.

9. Key Responsibilities 

End-User & Desktop Support

• Provide advanced technical support for desktops, laptops, peripherals, and end-user devices.
• Diagnose, troubleshoot, and resolve complex hardware and software issues.
• Perform operating system installations, upgrades, and software configurations.
• Execute hardware replacements and upgrades, including RAM, storage drives, motherboards, and related components.

Server Administration & Maintenance

• Perform preventive maintenance and upgrades on enterprise server environments.
• Replace and configure critical server components such as HDDs, PSUs, DIMMs, and cache modules.
• Monitor server performance and implement corrective actions to ensure maximum uptime.
• Troubleshoot server hardware and software issues to minimize operational disruptions.

Storage & Backup Management

• Support and maintain SAN and NAS storage infrastructures.
• Conduct capacity planning, optimization, and performance tuning activities.
• Replace defective storage components and validate system functionality after maintenance.
• Ensure storage systems meet performance and availability requirements.

Network Infrastructure Support

• Configure, monitor, and troubleshoot network devices including switches, routers, and wireless access points.
• Maintain network connectivity, availability, and security across supported environments.
• Implement and support firewall policies, VLAN configurations, and network security standards.

Cisco Network Support

• Configure, maintain, and troubleshoot Cisco routing and switching infrastructure.
• Diagnose routing, connectivity, and performance-related issues.
• Perform firmware upgrades, security patching, and configuration backup management.

Rack & Stack Operations

• Lead server and network equipment installation, cabling, and rack deployments.
• Ensure proper cable management, labeling, and adherence to industry standards.
• Conduct site surveys, physical inspections, and infrastructure audits.

Documentation & Reporting

• Maintain accurate documentation of hardware configurations, change records, and technical procedures.
• Prepare incident reports, service activity reports, and resolution documentation.
• Manage and update asset inventory records in coordination with IT Asset Management teams.

Mentoring & Customer Support

• Provide guidance and technical support to junior engineers and field technicians.
• Deliver user training and technical assistance when required.
• Communicate effectively with customers, stakeholders, and internal teams to ensure service excellence and customer satisfaction.

Incident & Escalation Management

• Act as the final escalation point for unresolved field support issues.
• Participate in on-call support rotations and respond to critical incidents.
• Conduct post-incident reviews and recommend process improvements to enhance service delivery. 

10. Required Skills 

• 5+ years of experience in IT Field Support, including senior-level technical roles.
• Strong expertise in troubleshooting complex IT infrastructure issues.
• Hands-on experience with server, network, and storage technologies, particularly Cisco and Dell/HP environments.
• Excellent communication, analytical, and problem-solving skills.
• Ability to work independently, manage multiple priorities, and lead technical activities.
• Physically capable of working in data center environments and handling IT equipment.
• Valid driving license and willingness to travel to client sites as required. 

11. Tools / Systems / Technical Knowledge 

• ServiceNow / Jira
• Windows 10/11 & Windows Server
• Dell / HPE Servers & Hardware
• Cisco Routers & Switches
• VMware vSphere / ESXi
• SAN / NAS & RAID
• TCP/IP, VLAN, DHCP & DNS
• PuTTY / Wireshark
• Rack & Stack / Data Centre Support
• Hardware Troubleshooting & Break/Fix
• IT Infrastructure Monitoring & Troubleshooting  

12. Decision-Making Authority 

Independent resolution of L2/L3 incidents and on-site technical decisions 

13. Problem-Solving Complexity 

Complex technical troubleshooting with minimal supervision 

14. Stakeholder Management / Influence 

Client-facing role involving end users, customers, and internal IT teams 

15. Education & Certification Requirements 

• Bachelor’s degree/Diploma in IT, Computer Science, or related field.
• 5+ years of experience in IT Field Support / Infrastructure Support.
• CompTIA A+, Network+, or equivalent certifications preferred.
• Cisco CCNA/CCNP certification preferred.
• Microsoft, VMware, or relevant infrastructure certifications are an advantage.

16. Experience Requirements 

5+ years in IT Field Support with server, network, and storage exposure