IT Field Engineer

FUNCTIONS:

Assistend user on all in scope request with focus on client satisfaction service delivery quality and technical excellence.

Manages and performs onsite technical services across Assigned Regions traveling to different cities (Inter cities).

Knowledge transfer: Build and maintain knowledge pages for Field Support Engineer.

Works handinhand with Field Support Engineer Dispatch and Service Desk team in attending and resolving all service request assigned per region/ area.

Technical focal point escalation for any question/ issues raised by Field Support Engineers during an onsite activity. This may require working outside business hours.

Remotely or guide installations on our clients IT Shared System.

Respond and resolve incident tickets assigned by I.T. Dispatch Coordinators and Service Desk Engineer within the agreed SLAs.

Monitoring equipment preparing purchasing requests for materials needed for each project and writing daily and monthly reports regarding maintenance work provided.

Escalate service issues that cannot be completed within agreed Service Levels.

Acts as hands and eyes for all network and server related requests or incidents.

Maintains all I.T. equipments at clients stores and offices by conducting proactive preventive maintenance.

Provides support and troubleshooting to resolve all IT related issues locally or remotely from Stores internal departments and external providers vendors or clients.

Analyze issues and develop resolutions in a timely manner.

• Ensure escalation situations are managed corrected quickly professionally and proper communicate with client regarding incidents progress and notify impending changes or outages.
• Maintain a high level of program and service knowledge to provide the best valuebased technical solution to the customer.
• Mentor and guides Field Support Engineer in providing solutions that help excellent customer experience.
• Take full responsibility and the required action for the assigned tasks.
• Meet and adhere to attendance requirements based on Service Level Agreement.

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