Field Support Engineer

il y a 7 jours

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

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