Field Engineer L1

Job Description

The Band 1 Desktop Technician will provide day to day localremote

desktop support receive inbound calls answer questions troubleshoot

and document steps performed to resolve challenges with hardware

software and application issues in a ticketing system. The candidate will

also need to facilitate customer resolution for calls and engage their

supervisors and managers to ensure operational consistency across all

shifts within the IT Support Center. Desktop Support Engineer provides

Break Fix fault diagnosis and resolution. Providing fault analysis to

customer s various core operating systems and platforms as well be able

to provide support and apply desktop fault resolution for the approved

application suite. Ideal candidate should have 12 years experience in

Windows Desktop support.

Position Responsibilities and Functions

a) Provide first/second level contact and problem resolution for customer

issues.

b) Work with Third Party Vendors to remediate complex AV issues as

needed.

c) Provide timely communication on issue status and resolution.

d) Maintain ticket updates for all reported incidents.

e) Install upgrade support and troubleshoot XP Windows 7 Windows

8.1 Windows 10 and Microsoft Office 2010 Cisco Jabber another

authorized desktop application.

f) Should have basic knowledge of Mac operating system to support

Apple pc users.

g) Install upgrade support and troubleshoot for printers computer

hardware.

h) Performs general preventative maintenance tasks on computers

laptops printers.

i) Performs remedial repairs on Desktops laptops printers and any other

authorized peripheral equipment.

j) Use diagnostic tools to troubleshoot problems associated with network

connectivity and workstation hardware/software.

k) Broad experience of IT with basic understanding of Networks Servers

Audio/Visual Smart Devices and Telecoms.

l) This position requires the ability to work in a projectbased

environment requiring flexibility and teamwork. Performs other duties

as assigned.

Requirements

Requirements

• English & Italian fluent level
  
• Ability to manage schedule on multiple projects
  
• Vehicle and License.
  
• At least 1.5 years of experience in a technical support or IT field engineering role.
  
• Transparent communication.
  
• Proven work Experience in the role.
  
• Advance knowledge of Windows OS (Mac Linux is a bonus).
  
• Practical Experience in the role.
  
• Excellent problemsolving skills.
  
• Organizational and interpersonal skills.
  
• Willingness to travel to customers as required.
  
• Adaptable and flexible in a fastchanging industry and work environment.
  
• Willing to work offhours and weekends when required for projects or emergency support
  
  

Italian and English fluent level Reading error codes flashed up on the device Swapping out hardware Tracing faults using diagnostic devices and software Upgrading components Assisting the support staff of other service-providers May require some staggered shifts Will require some travel to sites Other duties may be assigned Inventory Management Supervise the flow of company s stocked goods Keep a detailed record of each new or returned goods as it enters or leaves the stockroom. Control and oversee ordering inventory, storage of inventory, and control the amount of goods Update the record file Common inventory management techniques knowledge Daily, Weekly and Monthly Reporting on IT Stock. Must be able to produce trend analysis report on common failures on end user devices.