We are looking for an experienced Field Support Engineer to provide onsite IT support for operations. This role is responsible for ensuring reliable IT services across industrial yards, shipyard facilities, and corporate offices while maintaining business continuity, operational efficiency, and SLA compliance in a demanding maritime environment.
Key Responsibilities
- Provide hands-on support for end-user devices, operating systems, collaboration platforms, and communication systems.
- Deliver immediate onsite support for hardware, software, network, and connectivity issues across IMI facilities.
- Ensure 24x7 support coverage for mission-critical IT services and incidents, including participation in on-call rotations when required.
- Support IT operations within shipyards, fabrication facilities, and industrial environments.
- Manage incidents and service requests using approved ITSM platforms and coordinate escalations to L2/L3 teams and vendors.
- Perform asset imaging, deployment, patching, maintenance, and lifecycle management.
- Maintain accurate documentation, asset records, and ticket updates.
- Adhere to IT governance, cybersecurity standards, and audit requirements while delivering exceptional customer service.
Required Skills
- Strong expertise supporting Server Racks, Network Cabinets, Wall Mount Cabinets, CDSU, PAGA Systems, TETRA Servers, TETRA UPS, KVM Switches, Data & Voice Systems, Hotlines, and Satellite Communication Systems.
- Hands-on experience managing and supporting large-scale industrial IT infrastructure and communication systems.
- Strong knowledge of end-user computing, Microsoft technologies, collaboration platforms, and communication systems.
- Experience working in industrial, shipyard, manufacturing, or offshore environments.
- Familiarity with ITSM tools such as ServiceNow, Remedy, or equivalent platforms.
- Strong understanding of Incident, Problem, and Change Management processes aligned with ITIL practices.
- Excellent troubleshooting, communication, and stakeholder management skills.
- Ability to work in a 24x7 operational support environment.
Qualifications
- Diploma or Bachelor's degree in IT, Computer Science, or a related field.
- 5+ years of experience in Field Support, End User Support, or IT Infrastructure Support.
- Experience within industrial, maritime, manufacturing, oil & gas, or similar operational environments is highly preferred.
- ITIL Foundation certification preferred.
- Microsoft, Cisco, or Infrastructure-related certifications are an advantage.
