Job Description

The Service Engineer is responsible for the installation, maintenance, troubleshooting, and support of an organization’s IT infrastructure, including hardware, software, and networks. The role involves ensuring smooth and efficient operation of IT systems and providing technical support to employees or clients, resolving any issues or technical challenges that may arise.

KEY RESPONSIBILITIES:

• Install, configure, and set up IT equipment, including laptop, mobile devices, printers and software systems.
• Provide second-level support to employees or clients for hardware, software, and network-related issues.
• Provide technical support to users, addressing inquiries, troubleshooting issues, and providing solutions in a timely manner.
• Document all technical issues, solutions, and system configurations for future reference.
• Manage and support Windows 11, mobile devices and macOS environments.
• Provide regular updates and reports on IT system performance, incidents, and ongoing upgrades to the IT Manager, ensuring timely communication and visibility of key issues and improvements.
• Work closely with the IT team to develop solutions and improve overall IT infrastructure.
• Utilize ServiceNow ticketing system to manage incident, problem, and change management processes.
• Collaborate with cross-functional teams to implement effective IT support processes.
• Provide comprehensive user training and support.
• Maintain documentation of technical procedures and solutions.
• Provide on-site and remote technical support to customers for any service-related inquiries or issues.
• Provide training to customers or internal teams as necessary to ensure proper use and maintenance of equipment.
• Handle customer complaints and resolve issues promptly to ensure satisfaction.
• Stay up to date with product knowledge, new technologies, and industry trends.
• Able to support the meeting/event system

SKILLS AND COMPETENCIES:

• Strong problem-solving and troubleshooting skills.
• Proficiency in using diagnostic tools and equipment.
• Excellent communication and interpersonal skills to interact with clients and team members.
• Knowledge of safety protocols and regulations in field operations.
• Ability to work independently and manage time effectively in dynamic environments.

Work Environment:

On-Site/Standby Support Provide on-site or standby technical support to troubleshoot and resolve hardware and software issues directly with clients. This includes tasks such as addressing network connectivity problems, printer maintenance and supporting end-user devices (e.g., laptops and desktops). Additionally, assist in the setup and support of meetings and events when required.

Varied Work Hours Field IT Engineers may be required to work outside standard business hours, especially when setting up systems or performing maintenance at client locations to avoid disrupting business operations. This could mean working evenings or weekends.

May require occasional after-hours support (sometime weekend) and on-call availability.