Field Service Engineer, West Midlands

Field Service Engineer

Requirements

FIELD SERVICES ENGINEER JD L1

Sensitivity : Internal Restricted

• End User Support Experience
• Three to four (3-4) years experience providing IT Infrastructure field support which includes troubleshooting hardware, software, and operating system issues and problems, and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.
• Good customer management skills.
• Good in oral and written communication.
• Able to interact and work with customers at different levels.
• Self-driven and result-oriented.
• Really passionate about the work.
• Ability to work with deadlines and complete tasks on time.
• Hardware Troubleshooting and Repair
• Hands-on experience in installing troubleshooting hardware issues for laptops, desktops, printers, and accessories.
• Basic knowledge of enterprise LAN, WAN, server setups, and concepts. Ability to perform smart and physical assistance activity under instruction, at sites.
• Ability to lift / move computer equipment weighing up to 50 lbs.
• Conference room A / V equipment assistance troubleshooting.
• Basic VOIP phone configuration troubleshooting.
• Smart hand support for peripheral and networking hardware, including, but not limited to, monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels, all under Smart Hands capability.
• Operating System Software
• Skilled in desk-side support for installing troubleshooting operating systems (Win 7 / Win 10 / MAC / Linux).
• Experience with anti-spyware and anti-virus software.
• Basic installation and troubleshooting of standard software / applications like Adobe, browsers.
• Basic installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive).
• Knowledge of TCP / IP networking, DNS, DHCP, VPN, and RDP working principles.
• Basic understanding, mail configuration, and troubleshooting of Mobile Device Management systems (Airwatch / Xenmobile / Mobile Iron, etc.).
• Basic understanding of data backups.
• Basic understanding and troubleshooting for VDI, SCCM / LanDesk / Altiris.
• Basic configuration troubleshooting of Apple machines / mobile devices.
• Contribution towards creating KB articles.
• Ensuring all SRQs and incidents are addressed within stipulated SLA timelines.
• Tools Process
• Knowledge and experience with service requests and incident management processes.
• Preferably with an Associate s Degree in Electronics and CompTIA A+ Certification.
• Knowledge and experience of ticketing tools (ServiceNow / Remedy, etc.).

LAN, WAN, windows, linux