Field IT Support Engineer (225-901)

A Field IT Support Engineer plays a pivotal role in ensuring the smooth operation of an organization's technological infrastructure by providing on-site and remote technical support. This position demands a professional who is well-versed in troubleshooting, diagnosing, and resolving hardware and software issues in a timely manner. As a representative of the IT department, a Field IT Support Engineer must possess excellent communication skills to effectively interact with end-users, helping them understand and overcome their technical challenges. The role often involves traveling to different client sites, necessitating adaptability and strong problem-solving skills. An ideal candidate will not only ensure that IT systems and services are effective but also provide insights and strategies for improving IT processes and infrastructure.

Responsibilities

• Provide on-site and remote IT support to end-users with varying technical issues.
• Diagnose, troubleshoot, and resolve hardware and software issues efficiently and effectively.
• Install and configure computer hardware, operating systems, and software applications.
• Maintain accurate records of operations and report on the status of system incidents.
• Collaborate with IT teams to ensure seamless integration and operation of systems.
• Conduct training sessions to educate users on new systems and technologies.
• Travel to client sites to provide personalized IT support and address technical needs.
• Implement and maintain security protocols to protect organizational data and systems.
• Monitor system performance and make recommendations for improvements as necessary.
• Assist in the planning and execution of IT projects and deployments.
• Stay updated with the latest technologies to provide cutting-edge support solutions.
• Provide first-class customer service to end-users, maintaining a high level of satisfaction.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Proven experience in a similar position with a strong background in IT support.
• In-depth knowledge of computer systems, networks, and a variety of software applications.
• Excellent diagnostic and problem-solving skills to effectively resolve technical issues.
• Strong communication skills to explain technical information to non-technical users.
• Willingness to travel to various locations to provide support when necessary.
• Ability to work independently as well as collaboratively within a team environment.
• Proficiency in network management and installation, with a solid understanding of ITIL practices.