Description:
Purpose of the Role
A Field Service Engineer in the IT (Information Technology) industry is a professional responsible for providing on-site technical support and assistance to customers or clients. Their primary role is to ensure that computer systems, networks, hardware, software, and other IT-related equipment are functioning correctly and efficiently. At a senior or team lead level, this extends to guiding and coordinating a team of field engineers to deliver consistent, high-quality service across multiple sites. Overall, the role requires a combination of advanced technical expertise, strong problem-solving skills, excellent communication abilities, and leadership to provide top-notch IT support while mentoring team members and optimizing field operations.
Key Responsibilities Hardware and Software Installation
- Install, configure, and troubleshoot computer hardware components, such as servers, workstations, routers, switches, and peripheral devices.
- Install and update software applications and operating systems.
- Oversee team installations for complex projects, ensuring adherence to standards and timelines.
Troubleshooting and Support
- Diagnose and resolve hardware and software issues.
- Identify and address technical problems that customers or end-users encounter and provide solutions.
- Provide technical support to customers on-site.
- Respond to service requests, answer technical questions, and assist users in resolving IT-related problems.
- Act as an escalation point for complex issues escalated from junior team members.
Network Support
- Set up and maintain computer networks, including LAN (Local Area Network) and WAN (Wide Area Network) configurations. Troubleshoot network connectivity issues and optimize network performance.
- Lead network deployment projects and guide team members in advanced troubleshooting.
Documentation
- Create and update network documentation, including network diagrams, configurations, and standard operating procedures (SOPs).
- Maintain accurate documentation with regards to site and network credentials.
- Ensure team compliance with documentation standards and conduct periodic reviews.
Collaboration and Leadership
- Work closely with other IT teams, including network architects, system administrators, and security professionals, to resolve complex network issues and implement network upgrades or changes.
- Lead and mentor a team of field service engineers and technicians: assign tasks, coordinate schedules, monitor performance, provide technical guidance, and conduct on-the-job training.
- Manage daily field service operations, prioritize ticket queues, allocate resources, and ensure timely resolution of service requests.
- Facilitate team meetings, track prog