Field Services Support Engineer

Desired Competencies (Technical/Behavioral Competency)

• Provide direct Face-to-Face world class end user support experience with an emphasis on quality resolutions
• Help improve end user's productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities
• Provide hardware break/fix support and warranty support for current desktop, laptop, tablets and workstation devices
• Provide operating system and application support to diagnose and resolve unique, non-recurring problems
• Reimage systems as required
• Identifies potential escalations and proactively alerts management as needed.
• Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified
• Recommend and/or performs upgrades on systems
• Work with procurement staff to purchase hardware and software
• Complete installation and testing of computers and peripherals within established standards and guidelines
• Provide basic support for mobile devices and printers
• Provide primary support to executive users
• Provide equipment move services
• Ensures configuration and inventory management database entries are complete and accurate
• Provides time / resource estimates for assigned tasks including time tracking activities
• Local travel as needed
• Perform other duties as assigned
• Asset Inventory
• Procurement activities, as assigned

Responsibility / Expectations from the role:

• Must be fluent to converse in local language.
• Must possess a professional demeanor and strong customer service/consulting/training skills.
• Experience troubleshooting/repairing desktop and laptop hardware in the field or in a related area.
• Basic experience of IT with basic understanding of networks, Intel servers and telecoms.
• Strong Break / Fix skills Desktops, Workstations, Notebooks, and Dell tablets.
• Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint).
• Strong Microsoft operating system troubleshooting skills.
• Strong problem solving and critical thinking skills.
• Strong written and verbal communication skills.
• Must be self-motivated and the ability to work independently with minimal supervision.
• Must have excellent time management skills.
• Must be detail and process oriented.
• Ability to walk long distances across large facilities.
• Must be able to pass a background security check.
• Valid driver's license and reliable transportation.