Job Title: Field Support Engineer
Department/Account: Information Systems (IS)
Reports To: Field Services Manager
Experience: 36 months and above
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
Note: As part of the verification process, candidates selected for this role must be prepared to undergo an alcohol and drug check.