Field Support Engineer
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Job Summary
The Field Support Engineer will provide cross-functional Level 2 technical and operational support for the Customers IBVMS application Windows and Linux operating systems physical and virtual servers network infrastructure backup environment eGates kiosks biometric equipment UPS systems and associated peripherals.
The engineer will act as a key site-level operational interface between the Customer and Brilliant Computers. The role includes incident resolution application troubleshooting log analysis preventive maintenance field support deployment support testing documentation escalation coordination and customer communication.
All activities must be performed within the engineers demonstrated competence approved access rights Customer procedures information-security requirements safety standards and change-management controls.
Key Responsibilities
- Serve as the site-level operational contact between the Customer and BCCIT.
- Monitor and support the IBVMS application including incident triage log collection diagnostics and approved workarounds.
- Troubleshoot application Windows Linux server network and connectivity issues.
- Support physical and virtual servers including health checks approved restarts recovery activities and hardware replacement.
- Monitor backup jobs investigate failures and conduct restoration-readiness checks.
- Provide onsite support for eGates kiosks biometric devices UPS systems and related peripherals.
- Perform preventive maintenance equipment inspections and operational testing.
- Investigate incidents gather technical evidence and maintain accurate ticket updates.
- Escalate unresolved issues to Level 3 teams OEMs vendors or other specialists.
- Support approved test and production releases including pre-checks deployment rollback readiness and post-deployment validation.
- Execute test scenarios and document results defects and supporting evidence.
- Prepare technical reports handover notes knowledge articles and maintenance records.
- Provide operational training and knowledge transfer to designated Customer personnel.
- Comply with SLAs security requirements safety procedures access controls and change-management processes.
Requirements
Core Skills
- IBVMS application understanding
- Application troubleshooting
- Network and field support
- eGate kiosk and biometric field support
- Windows and Linux support
- Physical and virtual server support
- Backup monitoring and verification
- Log analysis and technical diagnosis
- Release deployment and rollback
- Test scenario execution
- Incident management and escalation
- Technical documentation and reporting
Qualifications and Experience
- Degree or equivalent qualification in Information Technology Computer Science Engineering or a related field.
- At least three years of relevant application infrastructure network or field-support experience.
- Practical experience with Windows Linux servers networks and IT service-management systems.
- Experience supporting eGates kiosks or biometric equipment is advantageous.
- ITIL Microsoft Linux Cisco CompTIA or relevant OEM certification is desirable
Benefits
Salary and Benefits
- Gross Monthly Salary: UGX
- Gross Annual Salary: UGX
Required Skills:
Physical onsite assistance to enable remote troubleshooting and remediation. Console connectivity to network devices (switch/router/firewall) as instructed by the Remote Support Team. Providing physical access support to the Remote Support Team (e.g. opening racks locating devices/ports power cycling per instruction). Visual verification and reporting (LED status link status alarms fan/power status cabling condition). Engineer must have basic understanding of network devices sufficient to: Identify network equipment types ports power supplies uplinks and patch panel layouts. Follow remote instructions accurately (step-by-step) without deviating from approved runbooks. Perform basic checks: link lights port mapping verification cable reseat label verification. Network Device Rack & Stack Rack mounting/unmounting of network devices per site rules and safety practices. Patch and dress cables to basic professional standard (as instructed). Coordinate with Remote Support Team for post-install verification. Basic Configuration Perform basic level initial actions (only as instructed by the Remote Support Team) such as: Connecting console and granting remote access session (screen share/terminal access where applicable). Executing clearly provided command steps (copy/paste) when approved. Applying basic baseline actions (e.g. set management IP/VLAN) only when explicitly instructed and approved.
Required Education:
Qualifications and ExperienceDegree or equivalent qualification in Information Technology Computer Science Engineering or a related least three years of relevant application infrastructure network or field-support experience with Windows Linux servers networks and IT service-management supporting eGates kiosks or biometric equipment is Microsoft Linux Cisco CompTIA or relevant OEM certification is desirable.
