Field IT Support Engineer

As a Field IT Support Engineer (L2), your primary responsibility will be to provide on-site technical support and solutions to end-users experiencing IT issues. You will be tasked with diagnosing and troubleshooting hardware, software, and network problems, escalating complex issues to higher-level support teams when necessary. In addition, you will be responsible for the setup, installation, and configuration of IT equipment, as well as ensuring that all systems are running smoothly and efficiently. Excellent communication skills are essential as you will be interacting directly with users to provide training and technical assistance. The ideal candidate should have a strong understanding of IT systems and technologies, as well as a proactive and customer-focused approach to problem-solving. Additionally, you must possess a high level of professionalism and the ability to work independently in a fast-paced environment.

Responsibilities

• Provide second-level technical support for IT issues on-site or remotely.
• Diagnose and resolve hardware, software, and network problems for end-users.
• Install, configure, and maintain computer systems, printers, and other IT equipment.
• Collaborate with the IT team to implement system upgrades and improvements.
• Respond to service requests in a timely manner and ensure problems are resolved within SLA.
• Train end-users on basic IT troubleshooting and best practices.
• Document support activities, resolutions, and maintenance procedures.
• Monitor IT systems to ensure optimal performance and security.
• Escalate complex issues to senior IT staff or vendors for resolution.
• Participate in on-call rotation for after-hours support as needed.