Field Support Engineer

Job Title: Field Support Engineer  Office: Brussels Belgium Reports To: Field Services Manager  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