Field Support Engineer

Role – Onsite Field Support Engineer

Job Description :-

• Provides second-line investigation and diagnosis.
• Resolves and closes incidents/service requests as per the procedures & allocated timelines.
• Logs relevant incident/service request details as per process in ITSM tool.
• Communicates with client regarding incident progress.
• Ensures tickets are updated at all times until issues are resolved.
• Complies with Quality Health Safety Environment (QHSE) and IT policies.
• Liaises with clients, IT support groups and 3rd party providers when necessary.
• Performs staging of PCs
• Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).
• Conducts hardware and software maintenance and support.
• Troubleshoots and resolves PC incidents and/or VIP requests.
• Assists with Site Security Officer (SSO) on IT security issues and virus elimination.
• Creates/maintains documentation for scope of work.
• Special events coverage, meeting room & VCON & voice devices support
• Centralized hardware and Spare part stocking and local site inventory management and asset management
• Stock management.
• Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)
• Hardware vendor coordination for Break fix
• Imaging & provisioning of devices. Setup and build workstations.
• Update AMDB including hardware and software.
• PC and other devices - logistics management
• Coordinate activities with third parties to resolve the IT issues or complete service requests.
• Follow standard operating procedures as documented in the knowledge management system.
• Providing training / demo’s when needed to end users.
• Onsite admin tasks e.g. backup, OS migration.
• Onsite Operational support of Industrial mobility devices
• Mobility - Operational support for company owned mobile phones / tablet devices and BYOD.
• Asset Disposal
• Coordinate with regional/global support groups for end-to-end request resolution and escalation.
• Operational support of Buyer certified standalone printers (driver installation / connectivity and printer software related troubleshooting
• Operational support for non-network connected HBO AIO Printer / Scanner / Fax
• Loading/Reloading of PCs with standard image for deployment of CME Kiosk Machines