Field Support Engineer

Job Summary

The OSS Technician will be responsible for providing onsite and remote end-user computing support services for global operations. The role includes hardware and software support, IMACD services, asset management, spare inventory handling, and coordination with DATA support teams to ensure smooth IT operations across designated locations.

Key Responsibilities

End-User Support

• Provide desk-side technical support for hardware, software, workstations, laptops, mobile PCs, and peripherals.
• Troubleshoot and resolve break/fix issues for end-user devices and systems.
• Coordinate with DATA Level 1.5 support desk for technical assistance and remote imaging support.

IMACD Services

• Perform IMACD activities including installation, movement, addition, change, deletion, and disposal of IT hardware and software.
• Support deployment and configuration of devices as per operational requirements.

Asset & Inventory Management

• Maintain and update asset information including asset tags, replacement details, and device records for upload into the asset management system.
• Manage ready spares and parts lockers at designated locations.
• Monitor inventory levels and coordinate replenishment requests with DATA when stock is low.
• Maintain and support utilization of spare units, loaner devices, and spare part inventories.

Logistics & Equipment Handling

• Pack and ship equipment to staging locations or designated third-party pickup areas.
• Ensure proper handling and packaging of IT equipment using provided materials and shipping accounts.

Operational Coordination

• Coordinate with onsite teams, client liaisons, and support teams for service activities and issue resolution.
• Ensure compliance with service delivery standards and operational procedures.

Required Skills & Competencies

• Knowledge of desktop/laptop hardware and software troubleshooting.
• Understanding of Windows operating systems and peripheral support.
• Experience in IMACD activities and asset management.
• Good communication and coordination skills.
• Ability to manage inventory and documentation accurately.
• Familiarity with ticketing systems and remote support tools.
• Instruct client in the operations and maintenance of the system.