Field Engineer

Job Summary: 

As an Onsite End User Computing Level 2 Engineer at AVASO you will be an essential part of our client support team, ensuring that end-users have a reliable and efficient computing experience within their workplaces. Your responsibilities will include delivering technical support, troubleshooting issues, and maintaining end-user computing environments, covering desktops, laptops, mobile devices, and associated software and peripherals. 

Responsibilities: 

Onsite Technical Support: 

• Provide onsite level 2 technical support to end-users, addressing hardware and software issues in person. 

• Diagnose and resolve hardware and software problems for desktops, laptops, and mobile devices on the client's premises. 

• Assist end-users with setup, configuration, and software installations. 

Incident Management: 

• Manage and prioritize service desk tickets for onsite support, ensuring prompt issue resolution and adherence to service level agreements (SLAs). 

• Collaborate with remote support teams to escalate and resolve complex issues as required. 

• Document all support interactions and resolutions for future reference. 

Software and Application Support: 

• Install, update, and troubleshoot operating systems, software applications, and productivity tools onsite. 

• Assist end-users in resolving issues related to email, collaboration software, and business applications within their work environment. 

Hardware Maintenance: 

• Perform hardware maintenance, upgrades, and replacements at client locations. 

• Manage hardware inventory and track assets to ensure efficient resource allocation and replacement planning. 

End-User Training: 

• Provide in-person guidance and training to end-users to improve their technical skills and knowledge. 

• Create and deliver user-friendly documentation and guides for common tasks and known issues. 

Security and Compliance: 

• Assist in implementing and maintaining security policies onsite, ensuring compliance with company and industry standards. 

• Stay informed about security threats and best practices, taking proactive measures to address vulnerabilities within the client's environment. 

Team Collaboration: 

• Collaborate with other IT teams and client departments to resolve cross-functional issues and projects on location. 

• Participate in knowledge sharing and mentoring junior team members. 

Base Skill Set: 

• Bachelor’s degree in computer science, Information Technology, or a related field (preferred). 

• Proven experience as an Onsite End User Computing Level 2 Engineer or a similar role. 

• Excellent working knowledge of Active Directory. 

• Excellent customer service and communication skills including providing VIP support. 

• Experience supporting large Windows-based environments to desktop level 2 with emphasis on Win 7 OS upwards / Office 2010 and O365. 

• Advanced knowledge of Microsoft Office suite of applications. 

• Excellent written and verbal communication and customer service skills with proven ability to work in fast-paced environments. 

• Commercial experience in an IT support technician role that includes 4 years of technical support experience in a hybrid Windows and MAC environment. 

• Experience in working with a helpdesk operation, including Windows and Mac clients. 

• 4 years’ Experience with mobile applications/products including iPhone, iPad, and Android Platforms Expertise in iPad / iPhone. 

• Self-starter that can collaborate actively with others in a cross-functional team. 

• Proven attention to detail and high standards for quality. 

• Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary. 

• Skilled in documenting written troubleshooting steps and instructions. 

• Business professional attire. 

• Travel to site locations essential up to 2 to hrs 1 way and further at times. 

• Own Car required.