Field IT Support Engineer (L2) (225-805)

The Field IT Support Engineer (L2) is a pivotal role designed for a technical professional skilled in providing efficient, direct, and on-site IT support to various client environments. This role involves addressing Level 2 IT issues, including network configurations, hardware troubleshooting, software installations, and technical guidance for end-users. As the face of the IT department, the Field IT Support Engineer is responsible for maintaining the integrity and reliability of clients’ IT systems and ensuring minimal downtime through prompt and effective solutions. The ideal candidate will be a problem solver who has keen analytical skills, embraces new technologies, and has excellent communication skills to interact with both technical and non-technical personnel. The Field IT Support Engineer will also collaborate with Level 1 support teams by escalations and serve as a bridge to Level 3 escalation teams when necessary. This dynamic position requires a high degree of independence, a customer-oriented mindset, and an eagerness to adapt in a rapidly changing technology landscape.

Responsibilities

• Provide on-site IT support to clients, efficiently managing and resolving Level 2 technical issues.
• Ensure timely response and resolution for network, hardware, and software problems faced by clients.
• Analyze and troubleshoot system errors, documenting and correcting issues to prevent recurring problems.
• Install, configure, and upgrade PC, laptop, and server operating systems and applications efficiently.
• Maintain and update hardware and software inventory, ensuring all systems remain compliant and functional.
• Collaborate with Level 1 support teams to handoff escalated issues ensuring smooth resolutions.
• Contribute to the development and maintenance of technical documentation and support procedures.
• Educate and train end-users on hardware functionality and software applications to enhance productivity.
• Regularly perform IT audits and preventive maintenance to minimize system downtime and user inconvenience.
• Coordinate with third-party vendors for repairs and installations of specialized IT equipment.
• Participate in after-hours support as required, addressing emergency situations promptly and professionally.
• Stay updated on the latest technology trends and participate in continuous professional development opportunities.

Requirements

• Proven experience as a Field IT Support Engineer or similar technical support role.
• Strong understanding of computer systems, networks, mobile devices, and other tech products.
• In-depth experience in Windows/Linux OS environments and troubleshooting related issues.
• Demonstrated ability to install, configure, and troubleshoot network equipment like routers and switches.
• Excellent written and verbal communication skills for effective client interactions.
• Strong problem-solving skills with the capability to work autonomously and in team environments.
• Relevant technical certifications (such as CompTIA A+, Network+, or equivalent) are highly desirable.