Field Support Engineer

Job Title: Field Support Engineer 

Office: Brussels Belgium 

Reports To: Field Services Manager  

Job purpose 

• The Desktop Support Engineer role is to provide a single point of contact for end users to receive support and maintenance within the organization's end user computing environment. 
• Delivering the highest level of support to end users ensuring the most cost-effective use of the business systems and allowing us to gain maximum return on the IT investment. 
• This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers, ticketing machines, payment devices and scanners). 
• The person will also help with troubleshooting problems (in person, by telephone, or via remote access) in a timely and accurate fashion 
• and provide end-user assistance where required & directed. 
• On the job training will be given & over a period of time we will help develop your IT know-how in a corporate environment. 

The remit of the role includes the following under the supervision of Field Services Manager: 

• Install, upgrade, support and troubleshoot Windows 10, 11, MacOSx, Microsoft Office and any other authorised desktop applications. 
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment. 
• Install, upgrade, support and troubleshoot Windows based laptop, desktop and MacOSx  
• Install, upgrade, support and troubleshoot for Self Service ticketing machines, Chip and Pin payment devices. 
• Upgrade, support and troubleshoot issues related to phones and tablets both iOS and Android 
• Upgrade, support and troubleshoot issues related Windows based tablets 
• Customize desktop hardware to meet user specifications and site standards 
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and 
• restocks assigned parts inventory to insure proper spare parts levels 
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised 
• peripheral equipment 
• Be aware of current Health and Safety requirements and co-operate with Facilities Management 
• Performs remedial repairs on computers, laptops, printers and any other authorised peripheral equipment 
• Develop trends by monitoring and analysing incoming calls, problems and support requests 
• Co-ordinate and manage through to resolution all incidents involving internal/external third line support teams 
• Maintain and enhance the Asset Register of IS hardware and software for customer 
• Establish and maintain effective working relationships with the Hexaware IS department & supported customers 
• To provide a key provision of liaison between relevant areas of the business and the IS department to ensure rapid response to all problems, ideas, issues and queries raised 

Main responsibilities: 

• (70%) To administer 2nd line support, in response to requests from the business.  
• (10%) To ensure that, both through direct response and co-ordinating escalation of problems where appropriate, users 
• can operate with maximum systems availability and understanding of the end user computing environment. 
• (20%) Other tasks as appropriate. 

Technical skills and competencies: 

• Familiarity with Intel based computer hardware 
• Hands-on experience with Windows/Mac OS environments 
• Familiarity with iOS, Android and MDMs Intune and Knox 
• Familiarity with layer 1, layer 2 and layer 3 networking devices 
• Working knowledge of MS office products 
• Hands-on experience with Active Directory and groups and policies 
• Hand-on experience with Software deployment SCCM and Altris 
• Ability to deal with customers at all levels through an approachable and customer focused awareness. 
• An inquisitive and analytical mind who is service driven. 
• A methodical and accurate worker, able to manage life cycle of incidents through to resolution. 
• Evidence of competent writing skills and attention to detail. 
• The ability to communicate clearly. 
• The confidence, maturity, and stature to deal effectively with colleagues in all parts and levels of the 
• business.  

Role-specific knowledge and expertise 

Essential 

• PC build and repair 
• Patch Management 
• Mean time to repair - Onsite analysis, diagnosis and resolution of desktop problems for end users 
• Collaborate with 3rd level support to prevent system downtime 
• Network Changes & Management 
• Software/hardware/network troubleshooting 
• Assist with server and workstation patching to ensure the security of the infrastructure 
• Assist in the maintenance, management and documentation of the network systems 
• Ensure performance of team against SLA 
• Ability to escalate problems effectively 
• Anticipate and report potential issues and problems 
• Implementation of improvements and suggestions 
• Able to use own initiative to resolve problems while working under pressure 
• Experience of providing support across multiple sites 
• Flexibility to support under SLAs 

Experience, qualifications, and other role-specific requirements 

Essential 

• Basic GCSE's / A Levels (As per country) 
• Studied a computer related subject preferred 
• Good A Levels/BTEC or above. (As per country) 
• Microsoft Product Knowledge 
• Flexibility to operate from different sites (not frequent) 
• Knowledge of Field Services Environment