Job Title : Field Support Engineer
Office : Brussels Belgium
Reports To : Field Services Manager
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 MacOSxInstall, 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 AndroidUpgrade, support and troubleshoot issues related Windows based tabletsCustomize desktop hardware to meet user specifications and site standardsReturns defective equipment / parts to maintenance inventory, documents customer repairs, maintains andrestocks assigned parts inventory to insure proper spare parts levelsPerforms general preventative maintenance tasks on computers, laptops, printers and any other authorisedperipheral equipmentBe aware of current Health and Safety requirements and co-operate with Facilities ManagementPerforms remedial repairs on computers, laptops, printers and any other authorised peripheral equipmentDevelop trends by monitoring and analysing incoming calls, problems and support requestsCo-ordinate and manage through to resolution all incidents involving internal / external third line support teamsMaintain and enhance the Asset Register of IS hardware and software for customerEstablish and maintain effective working relationships with the Hexaware IS department & supported customersTo 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 raisedMain 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, userscan 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 hardwareHands-on experience with Windows / Mac OS environmentsFamiliarity with iOS, Android and MDMs Intune and KnoxFamiliarity with layer 1, layer 2 and layer 3 networking devicesWorking knowledge of MS office productsHands-on experience with Active Directory and groups and policiesHand-on experience with Software deployment SCCM and AltrisAbility 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 thebusiness.Role-specific knowledge and expertise
Essential
PC build and repairPatch ManagementMean time to repair - Onsite analysis, diagnosis and resolution of desktop problems for end usersCollaborate with 3rd level support to prevent system downtimeNetwork Changes & ManagementSoftware / hardware / network troubleshootingAssist with server and workstation patching to ensure the security of the infrastructureAssist in the maintenance, management and documentation of the network systemsEnsure performance of team against SLAAbility to escalate problems effectivelyAnticipate and report potential issues and problemsImplementation of improvements and suggestionsAble to use own initiative to resolve problems while working under pressureExperience of providing support across multiple sitesFlexibility to support under SLAsExperience, qualifications, and other role-specific requirements
Essential
Basic GCSE's / A Levels (As per country)Studied a computer related subject preferredGood A Levels / BTEC or above. (As per country)Microsoft Product KnowledgeFlexibility to operate from different sites (not frequent)Knowledge of Field Services Environment