Field Support Engineer I
Overview
The purpose of the Field Support Engineer I is to provide technical support on IT incidents related to the client computer system. This includes on-site or remote support to resolve technical incidents of low to medium complexity as per service standards and timelines. This role also collaborates and coordinates incident solutions with various internal stakeholders, and ensures third-party escalated incidents are resolved within established timelines.
Requirements
- A+, N+ or equivalent certification, or relevant experience in general IT technical support
- 2+ years experience in an End User technical support role or similar, with knowledge and experience resolving IT incidents relating to system hardware and networking
- Knowledge of MS Windows support and installation
- Proficiency in MS Office 365
- Driver's licence
Responsibilities
- Provide technical support by efficiently executing low to medium complexity installations, configurations, troubleshooting or testing of new and old IT hardware equipment
- Execute on-site or remote technical support to IT users on assigned IT-related incidents or requirements
- Manage assigned IT-related incidents via the IT Service Management system (Remedy Helix) within service level agreements
- Escalate vendor-related incidents and ensure delivery in line with service level agreements and standards
- Provide progress feedback to the IT client throughout all stages of resolving the incident
- Participate in discussions with Architects, Electricians and Builders to ensure understanding and alignment of new building designs with IT requirements
- Apply guidelines on managing and handling IT stock and participate in departmental stock-takes of IT equipment
- Assist clients with managing insurance and warranty claims
How to apply
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