Field IT Support Engineer (L2) (225-921)

A Field IT Support Engineer (L2) plays a crucial role in maintaining and supporting IT infrastructure and systems for clients across various locations. This role involves providing on-site technical support, troubleshooting IT issues, and ensuring seamless connectivity and operations of hardware and software systems. L2 Engineers are expected to handle more complex issues that go beyond basic support, which requires a solid understanding of networking concepts, systems administration, and customer service. With a focus on enhancing IT efficiency, the Field IT Support Engineer (L2) collaborates with teams to implement solutions that meet a company's technological needs and fosters technical improvements by staying updated with the latest IT trends and tools.

Responsibilities

• Diagnose and troubleshoot hardware and software issues on-site with efficiency.
• Install, configure, and maintain computer hardware, software, networks, and printers.
• Provide technical support and guidance to clients concerning any technical issues.
• Coordinate with the IT department to address complex problem escalations.
• Carry out routine preventive maintenance of IT equipment and systems.
• Document and monitor service desk reports to track common issues and resolutions.
• Assist in the setup, deployment, and management of new hardware and software.
• Provide end-user training to enhance IT literacy and productivity across teams.
• Implement network security measures to protect data and system integrity.
• Manage inventory of hardware and software resources required for tech support.
• Collaborate in IT projects, contributing technical expertise and recommendations.
• Maintain up-to-date knowledge of emerging IT technologies and industry trends.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 3 years experience in an IT support field or similar role.
• Strong knowledge of computer hardware, software systems, and networking fundamentals.
• Excellent problem-solving abilities and adept at handling complex technical issues.
• Proficiency with various operating systems, including Windows, macOS, and Linux.
• Strong communication skills and an ability to explain technical terms to non-tech personnel.
• Ability to work independently in a dynamic environment and manage multiple assignments.
• Willingness to travel frequently to client sites for on-site support.