Description:
As an onsite Field support Engineer, you will play a key role in providing EUC support.
Key responsibilities:
- Log relevant incident/service request details as per process in ITSM tool.
- Communicate with client regarding incident progress.
- Ensure tickets are always updated until issues are resolved.
- Comply with Quality Health Safety Environment (QHSE) and IT policies.
- Liaise with clients, IT support groups and 3rd party providers when necessary.
- Perform IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).
- Conduct hardware and software maintenance and support.
- Troubleshoot and resolve PC incidents and/or VIP requests and service requests as per the procedures & allocated timelines.
- Assist with Site Security Officer (SSO) on IT security issues and virus elimination.
- Create/maintain documentation for scope of work and performs staging of PCs.
- Provide special events coverage, meeting room & VCON & voice devices support.
- Own the stock management and hardware vendor coordination for Break fix.
- Ensure break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC).
Your Profile
Key skills/knowledge/experience:
Strong knowledge of desktop/laptop hardware.
- Good knowledge of Win 10, Win 11 & MS Office and knowledge of Mac OS is preferred.
- Understanding of daily operations and delivery processes and clear and strong customer focus and relationship.
- Knowledge of application / software installation and trouble shooting and good interpersonal and communication skills.
- Knowledge / exposure on ticketing tools (Service Now) and proficiency in English is must with Local Language.
- Experience with windows system administration and strong Troubleshooting Skills and good analytical and coordination skills are essential.
- Hardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc.
- Working knowledge of supporting computer peripherals, like printers, scanners and non-standard devices etc.
- Understanding of active directory, networking, hardware, operating system & software knowledge.