Job Description
As a Field Support Engineer, you will play a vital role in our organization's IT department. Your primary responsibility is to deliver efficient and effective technical support to users across the company, ensuring minimal disruptions to their daily operations. This role involves a combination of on-site and remote support, troubleshooting, and maintenance of various IT systems and devices.
Responsibilities
- Provide on-site and remote support for end-user devices, including desktops, laptops, and peripherals.
- Troubleshoot and resolve issues related to operating systems, applications, and network connectivity.
- Install, configure, and maintain end-user hardware and software, ensuring compliance with IT policies.
- Manage user accounts, access rights, and group policies in Active Directory, maintaining a secure and efficient environment.
- Support and troubleshoot connectivity issues, such as LAN, Wi-Fi, VPN, and IP telephony, ensuring seamless communication.
- Coordinate with vendors for hardware repairs or replacements, ensuring timely and cost-effective solutions.
- Accurately log and track incidents and service requests in the ITSM tool, following up on resolutions.
- Assist with onboarding and offboarding processes, setting up devices and configuring user profiles.
- Participate in IT asset management, inventory, and compliance reporting, ensuring accurate records.
- Maintain up-to-date documentation, FAQs, and user guides, providing easy access to common solutions.
Qualifications
- A Bachelor's Degree in Information Technology or a related field is desirable.
- Strong knowledge of Windows 10/11, Microsoft Office Suite, and basic networking concepts is essential.
- Familiarity with ITSM/ticketing systems, such as ServiceNow or ManageEngine, is preferred.
- Understanding of IT security, endpoint protection, and patching practices is advantageous.
- Certifications like CompTIA A+, Microsoft MCSA, or ITIL Foundation are highly regarded.
- Experience supporting mobile devices and collaboration tools (e.g., Teams, Zoom) is a plus.
- Excellent communication skills in English, both verbal and written, are essential.
- A logical and analytical mindset, with strong problem-solving abilities, is required.
