Are you a tech-savvy professional with a passion for problem-solving and client service? A leading retail giant is looking for a Field Support Engineer I (FSE) to join their IT team. This role is perfect for an individual who thrives on variety, from troubleshooting complex hardware issues to ensuring seamless digital operations across campuses, projects, and retail stores.
As a Field Support Engineer, you aren’t just fixing computers; you are the backbone of business efficiency, ensuring that technical hurdles never stand in the way of productivity.
Role Purpose: Bridging Technology and People
The primary goal of the Field Support Engineer I is to provide high-quality technical support for client computer systems. Whether working on-site or remotely, you will resolve IT incidents of low to medium complexity while adhering to strict service standards.
This role is highly collaborative, requiring coordination with internal stakeholders and third-party vendors to ensure that every technical glitch is resolved within established timelines.
Field Support Engineer Key Job Objectives
1. Expert Technical Support
- Hardware & Software: Execute installations, configurations, and testing of both new and legacy IT equipment.
- First-Time Resolution: Aim for immediate resolution of user issues across hardware, software, and network infrastructure to maintain high client satisfaction.
- SLA Management: Manage incidents via the Remedy Helix ITSM system, maintaining a service level agreement (SLA) of >96%.
- Vendor Liaison: Escalate and monitor vendor-related incidents to ensure they meet delivery standards.
2. Strategic Collaboration
- Design & Infrastructure: Work alongside Architects, Electricians, and Builders to ensure new building designs align with IT requirements.
- Client Advisory: Act as a trusted advisor, guiding clients on the best ways to utilize their IT equipment effectively.
3. IT Administration & Asset Management
- Stock Control: Manage IT inventory and participate in departmental stock-takes.
- Claims & Procurement: Assist clients with insurance and warranty claims while coordinating with senior staff for new equipment procurement.
Field Support Engineer Job Requirements: What You Need to Succeed
To excel in this role, you must be resilient, service-oriented, and willing to go the extra mile—quite literally. This position often requires driving long distances and working weekends or holidays to support on-site clients.
Qualifications & Experience
- Certifications: A+, N+, or an equivalent certification (Essential).
- Technical Experience: 2+ years in an End User technical support role with a focus on hardware and networking (Essential).
- Operating Systems: Proficiency in MS Windows installation/support and MS Office 365 (Essential).
- Mobility: A valid Driver’s License is non-negotiable (Essential).
Desirable Skills
- Retail IT Exposure: Experience with Point of Sale (POS) technology, including scanners, till computers, and card machines.
- Project Work: Previous exposure to IT roll-outs or project management.
- Documentation: Experience in report writing and stock administration.
Why Apply?
This Field Support Engineer role offers more than just a desk job. It provides:
- Dynamic Work Environment: Support a diverse range of locations including corporate offices, stores, and Distribution Centres (DCs).
- Career Growth: Work under the guidance of senior colleagues and gain exposure to large-scale IT projects.
- Impact: Directly enable business efficiency by keeping critical systems online.
How to Apply
If you meet the criteria and are ready to kickstart your career in a fast-paced IT environment, look for this position under the IT Job Category on our careers portal.
Quick Summary:
- Location: Field-based (Requires travel)
- Category: IT Technical Support
- Key Skills: Troubleshooting, Networking, Client Etiquette, Hardware Assembly
- System Focus: MS Windows, Office 365, Remedy Helix
Leave a Reply