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Field Support Engineer

il y a 1 semaine

Bruxelles, Région de Bruxelles, Belgique N Consulting Ltd Temps plein

Job Description:

Job Title: Field Support Engineer 

Job purpose 

  • The Desktop Support Engineer role is to provide a single point of contact for end users to receive support and maintenance within the organization's end user computing environment. 
  • Delivering the highest level of support to end users ensuring the most cost-effective use of the business systems and allowing us to gain maximum return on the IT investment. 
  • This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers, ticketing machines, payment devices and scanners). 
  • The person will also help with troubleshooting problems (in person, by telephone, or via remote access) in a timely and accurate fashion 
  • and provide end-user assistance where required & directed. 
  • On the job training will be given & over a period of time we will help develop your IT know-how in a corporate environment. 

The remit of the role includes the following under the supervision of Field Services Manager: 

  • Install, upgrade, support and troubleshoot Windows 10, 11, MacOSx, Microsoft Office and any other authorised desktop applications. 
  • Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment. 
  • Install, upgrade, support and troubleshoot Windows based laptop, desktop and MacOSx 
  • Install, upgrade, support and troubleshoot for Self Service ticketing machines, Chip and Pin payment devices. 
  • Upgrade, support and troubleshoot issues related to phones and tablets both iOS and Android 
  • Upgrade, support and troubleshoot issues related Windows based tablets 
  • Customize desktop hardware to meet user specifications and site standards 
  • Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and 
  • restocks assigned parts inventory to insure proper spare parts levels 
  • Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised  
  • peripheral equipment 
  • Be aware of current Health and Safety requirements and co-operate with Facilities Management 
  • Performs remedial repairs on computers, laptops, printers and any other authorised peripheral equipment  
  • Develop trends by monitoring and analysing incoming calls, problems and support requests 
  • Co-ordinate and manage through to resolution all incidents involving internal/external third line support teams 
  • Maintain and enhance the Asset Register of IS hardware and software for customer 
  • Establish and maintain effective working relationships with the Hexaware IS department & supported customers 
  • To provide a key provision of liaison between relevant areas of the business and the IS department to ensure rapid response to all problems, ideas, issues and queries raised 

Main responsibilities: 

  • (70%) To administer 2nd line support, in response to requests from the business. 
  • (10%) To ensure that, both through direct response and co-ordinating escalation of problems where appropriate, users 
  • can operate with maximum systems availability and understanding of the end user computing environment. 
  • (20%) Other tasks as appropriate. 

Technical skills and competencies: 

  • Familiarity with Intel based computer hardware 
  • Hands-on experience with Windows/Mac OS environments 
  • Familiarity with iOS, Android and MDMs Intune and Knox 
  • Familiarity with layer 1, layer 2 and layer 3 networking devices 
  • Working knowledge of MS office products 
  • Hands-on experience with Active Directory and groups and policies 
  • Hand-on experience with Software deployment SCCM and Altris 
  • Ability to deal with customers at all levels through an approachable and customer focused awareness. 
  • An inquisitive and analytical mind who is service driven. 
  • A methodical and accurate worker, able to manage life cycle of incidents through to resolution. 
  • Evidence of competent writing skills and attention to detail. 
  • The ability to communicate clearly. 
  • The confidence, maturity, and stature to deal effectively with colleagues in all parts and levels of the  
  • business. 

Role-specific knowledge and expertise 

Essential

  • PC build and repair 
  • Patch Management 
  • Mean time to repair - Onsite analysis, diagnosis and resolution of desktop problems for end users 
  • Collaborate with 3rd level support to prevent system downtime 
  • Network Changes & Management 
  • Software/hardware/network troubleshooting 
  • Assist with server and workstation patching to ensure the security of the infrastructure 
  • Assist in the maintenance, management and documentation of the network systems 
  • Ensure performance of team against SLA 
  • Ability to escalate problems effectively 
  • Anticipate and report potential issues and problems 
  • Implementation of improvements and suggestions 
  • Able to use own initiative to resolve problems while working under pressure 
  • Experience of providing support across multiple sites 
  • Flexibility to support under SLAs 

Experience, qualifications, and other role-specific requirements 

Essential

  • Basic GCSE's / A Levels (As per country) 
  • Studied a computer related subject preferred 
  • Good A Levels/BTEC or above. (As per country) 
  • Microsoft Product Knowledge 
  • Flexibility to operate from different sites (not frequent) 
  • Knowledge of Field Services Environment