Desktop Support Technician

Job Summary:

The Field Engineer will be expected to travel to multiple sites as needed for support dispatch and backfill purposes. The Field Engineer ensures that a company s computer systems work effectively for streamlined operations. Field Engineers can work fulltime within a company and offer technical support and require to work overtime and weekends to suit the Company and customer needs. Site Visit Reports will be submitted to the management team once the site visit is complete. The Field Engineer will need to keep a record of his hours using our internal company application software which must be submitted daily for approval.

Responsibilities:

Provide support for remote sites in and around the region.

Afterhours oncall support for requested sites.

Install configure and maintain complex hardware and software systems in the field.

Develop and implement system maintenance procedures to ensure maximum uptime.

Manage and monitor client networks and systems including servers routers switches and firewalls.

Create and maintain documentation of hardware and software systems and procedures.

Provide exceptional customer service to clients ensuring their needs and concerns are addressed in a timely and professional manner.

Act as a liaison between clients and vendors to ensure effective communication and resolution of issues.

Responsibilities:

Provide support to other HPIT support teams as needed.

LAN and Voice MACD knowledge/skills

Maintain and update existing network infrastructure. This includes:

Add connectivity between labs offices and network equipment via copper and fiber

i. Ensure that all links have been tested jumpers labeled and documented and placed on the proper subnet (testing plan provided by implementation engineer)

ii. Remove cables no longer in use following appropriate procedures

iii. Troubleshoot and repair system connections as needed

iv. Communicate with HP engineers regarding the capacity of network equipment so that necessary cabling and hardware changes can be made to ensure port availability

v. Assemble and install switching equipment under the direction of a network engineer.

vi. Maintain switch information: naming and patching according to HP s standards vii. Install network cards as needed on switches and switching hubs

viii. Mount all network hardware and labeled it with the proper IP address and system name

Hardware Depot/ Hardware Recovery Centre support

Loaner equipment management.

Parts Ordering and inventory management.

Shipping and Receiving management.

Provision authentication hardware like active smart cards Active Keys and smart card readers for users using HP internal systems.

Hardware Depot/ Hardware Recovery Centre support

Shipping and Receiving management.

New PC setup install reimage and Enduser data transfer.

Incident management & resolution.

Requirements

Ability to manage schedules on multiple projects

Vehicle and License.

English & Local Language.

At least 24 years of experience in a technical support or IT field engineering role.

Ability to manage schedules on multiple projects.

Vehicle and License.

Transparent communication.

Proven work Experience in the role.

Advance knowledge of Windows OS (Mac Linux is a bonus).

Practical Experience in the role.

Excellent problemsolving skills.

Organisational and interpersonal skills.

Willingness to travel to customers as required