Field Support Engineer

Greetings

We are Hiring ! Field Service Engineers - in Brussels, Belgium

Permanent Employment

Job Responsibilities

Job Title: Field Support Engineer

Department/Account: Information Systems (IS)

Experience: 36months and above

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 C directed.

On the job training will be given C 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 MacOSx

Install, 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 Android

Upgrade, support and troubleshoot issues related Windows based tablets

Customize desktop hardware to meet user specifications and site standards

Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and

restocks assigned parts inventory to insure proper spare parts levels

Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised

peripheral equipment

Be aware of current Health and Safety requirements and co-operate with Facilities Management

Performs remedial repairs on computers, laptops, printers and any other authorised peripheral equipment

Develop trends by monitoring and analysing incoming calls, problems and support requests

Co-ordinate and manage through to resolution all incidents involving internal/external third line support teams

Maintain and enhance the Asset Register of IS hardware and software for customer

Establish and maintain effective working relationships with the Hexaware IS department C supported customers

To 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 raised

Main 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, users

can 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 hardware

Hands-on experience with Windows/Mac OS environments

Familiarity with iOS, Android and MDMs Intune and Knox

Familiarity with layer 1, layer 2 and layer 3 networking devices

Working knowledge of MS office products

Hands-on experience with Active Directory and groups and policies

Hand-on experience with Software deployment SCCM and Altris

Ability 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 the

business.

Role-specific knowledge and expertise

Essential

PC build and repair

Patch Management

Mean time to repair - Onsite analysis, diagnosis and resolution of desktop problems for end users

Collaborate with 3rd level support to prevent system downtime

Network Changes C Management

Software/hardware/network troubleshooting

Assist with server and workstation patching to ensure the security of the infrastructure

Assist in the maintenance, management and documentation of the network systems

Ensure performance of team against SLA

Ability to escalate problems effectively

Anticipate and report potential issues and problems

Implementation of improvements and suggestions

Able to use own initiative to resolve problems while working under pressure

Experience of providing support across multiple sites

Flexibility to support under SLAs

Experience, qualifications, and other role-specific requirements

Essential

Basic GCSE's / A Levels (As per country)

Studied a computer related subject preferred

Good A Levels/BTEC or above. (As per country)

Microsoft Product Knowledge

Flexibility to operate from different sites (not frequent)

Knowledge of Field Services Environment