Field Service Engineer

This Position provides Tier 1 support to end users. Provide troubleshooting and technical support via phone, web based tools email and on-site support. Advise end users regarding the system proper use and address specific user issues. During problem escalations, act as a liaison between customers and Tier 2 supports. 1. To provide 1st line technical support; answering support queries via phone and email. 2. Remote and on-site support to end users 3. To maintain a high degree of customer service for all support queries and adhere to all service management principles. 4. To take ownership of user problems and be pro-active when dealing with user issues. 5. To log all calls on the call logging system. 6. Respond to enquiries from clients and help them resolve any hardware or software problems. 7. Maintain a log of any software or hardware problems detected. 8. Support users in the use of computer equipment by providing necessary training and advice. 9. To escalate more complex calls to the relevant IT Support member. 10. To notify relevant staff to arrange for external technical support where problems cannot be resolved in house. Other support : 1. Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more. 2. Carry out daily client systems checks, reporting to IS/IT Senior Manager where necessary. 3. Produce monthly reports on clients’ systems. 4. Update client configuration files. 5. PCs staging / installation. 6. Carry out in-house system testing. 7. Be responsible for in-house system back-ups. 8. Update IS/IT Documentation Specification 1. Diploma / Bachelor degree Computer Science or equal 2. Minimum 3 years of experience. 3. Previous Helpdesk (telephone support) experience. 4. Excellent telephone manner. 5. Strong working knowledge of Microsoft based operating systems with emphasis on Windows XP, Windows Vista, Windows 7 and Server 2003/2008. 6. Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) 7. Some TCP/IP experience. 8. Basic understanding of PC hardware set-up and configuration. 9. ‘Hands on’ approach and a willingness to learn. 10. Flexible, pro-active approach