Field Support Engineer (Network)

PURPOSE

The Field Support Engineer will provide first-level technical support to clients through onsite visits and remote assistance. This position supports the delivery of reliable field services by ensuring timely response, proper coordination, accurate documentation, and professional client engagement in accordance with service level requirements.

DUTIES AND RESPONSIBILITIES

Technical Support:

• Execute onsite technical support & guided troubleshooting activities of hardware, software, network connectivity, and other IT-related issues.

• Respond to assigned service requests and coordinate with relevant teams to ensure timely resolution and compliance with agreed service level agreements

• Coordinate with remote support teams, client point of contact (POC) and provide timely updates on onsite activities and incident status

• Escalate complex issues to Level 2 or Level 3 support as necessary.

• Conduct site surveys, preventive maintenance and physical inspections in accordance with the approved methods of procedure (MOP), incident or service request and authorized instructions.

• Support project implementation, deployment, installation, testing and validation activities

• Perform remote support, security logs extraction & reports generation

• Respond to onsite reliever duties and shadowing activities

• Perform other duties, special projects, and tasks as may be assigned or directed by management.

• Report the status of the company-issued motorcycle, performance of pre-travel safety checklist, and immediately raise any maintenance, repair, or safety concerns to the appropriate lead or support team.

Documentation:

• Maintain accurate and up-to-date records of support requests, resolutions, and technical procedures

• Contribute to creating and updating knowledge base articles and user guides

• Document actions taken, resolutions provided, escalation details, and follow-up updates accurately in the required service management tools or reports.

• Customer Service:

• Respond promptly to customer inquiries and issues in a timely and professional manner, ensuring a high level of satisfaction

• Communicate technical information clearly even with non-technical users

• Build and maintain positive relationships with clients, team members, and internal support groups

QUALIFICATIONS

Minimum Education

• Bachelor’s degree in Information Technology, ECE, Computer Science, or a related field

Minimum Experience/Training – Entry Level

• Fresh Graduate to 1 year of relevant experience is Network Operations or IT Infrastructure Support

Competency

• Technical Skills:

1. Basic knowledge of IT systems and troubleshooting methodologies

2. Familiarity with a broad range of IT hardware and software solutions

• Soft Skills:

1. Strong problem-solving and analytical skills

2. Excellent verbal and written communication skills

3. Ability to work independently and as part of a team

• Should possess a valid driver’s license with motorcycle eligibility

WORKING CONDITIONS

• Combination of remote and onsite work, depending on Client’s requirements

• Required to travel to Client locations as needed

• Flexible working hours to address urgent technical issues as required

• Field Support Engineer may be assigned anywhere within the cluster of provinces they are located.