Field Support Engineer

The Support Field Engineer is responsible for delivering on-field Level 1 IT support and ensuring the smooth operation of end-user systems, including hardware, software, and network components. The role requires a hands-on professional who can provide timely troubleshooting, manage incidents and service requests, and ensure customer satisfaction through efficient technical support.

Key Responsibilities

Provide on-field Level 1 support for IT Incident Management and IT Service Request Fulfillment.

Perform day-to-day technical support activities and ensure smooth IT operations.

Troubleshoot and resolve desktop / laptop, printer, and peripheral issues.

Communicate effectively with clients and provide a high level of customer service.

Escalate IT issues to higher-level support teams for timely resolution.

Manage and track client IT requests through to resolution.

Dispatch and coordinate service tickets to appropriate support groups as per defined procedures.

Monitor progress of open cases and provide regular status updates to users.

Maintain documentation and provide input to update the Service Desk Knowledge Base.

Support continuous improvement of IT processes and ensure adherence to service delivery standards.

Minimum Qualifications

Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or equivalent field.

Relevant IT certifications (e.g., Microsoft, Networking, ITIL) are an advantage.

Minimum 5 years of experience in providing on-site Level 1 IT support for end users.

Strong hands-on experience in troubleshooting desktop / laptop hardware, operating systems, and collaboration tools (MS Teams, Outlook, etc.).

Broad IT domain knowledge, including emerging technologies and best practices.

Proven experience in customer service management within an IT Service Desk environment.

Proficiency in troubleshooting peripherals such as printers and scanners.

Analytical and problem-solving abilities with high attention to detail.

Experience working in multicultural environments; regional experience is a plus.

Ability to work independently with strong persistence and a positive attitude.

Key Skills

Desktop & Laptop Support

IT Service Desk Operations

Hardware & Software Troubleshooting

Customer Service & Communication

Analytical Thinking & Problem Solving

Documentation & Knowledge Base Updates

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

IT Services and IT Consulting

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