Junior Consultant EUC

The Field Support Engineer is responsible for providing on-site technical support and assistance to end-users to resolve hardware and software issues related to desktops, laptops, peripherals, and meeting room equipment. This role involves diagnosing and repairing equipment, installing and configuring software, and ensuring optimal performance and functionality of IT assets. The Field Support Engineer will also collaborate with other IT teams and vendors to address complex issues and implement solutions that meet the organization’s needs.

Key Responsibilities:

1. Provide on-site desk-side support to end-users, including diagnosing and resolving hardware and software issues, installing and configuring software applications, and performing system upgrades.

2. Conduct preventive maintenance and routine inspections of desktops, laptops, printers, and meeting room equipment to ensure optimal performance and functionality.

3. Troubleshoot and repair hardware failures, including replacing components such as memory, hard drives, and motherboards as needed.

4. Coordinate with vendors and third-party service providers to facilitate hardware repairs and warranty replacements, ensuring timely resolution of issues.

5. Assist with the setup and configuration of audiovisual equipment, including projectors, displays, video conferencing systems, and sound systems in meeting rooms and conference spaces.

6. Provide user training and guidance on the use of IT equipment and software applications.

7. Document all service activities, including troubleshooting steps, solutions implemented, and equipment inventory changes, using the ticketing system and other tracking tools.

8. Collaborate with the IT Support team to identify and address recurring issues and improve overall service delivery.

9. Adhere to established SLAs (Service Level Agreements) for incident resolution and response times.

10. Maintain inventory of IT assets, spare parts, and consumables, and ensure accurate record-keeping and tracking of equipment.

11. Participate in on-call rotation and after-hours support as required.

Qualifications:

– Bachelor’s degree in Information Technology, Computer Engineering, or related field preferred.

– Proven experience in a field support or desktop support role, with hands-on experience diagnosing and repairing hardware issues and configuring software applications.

– Strong knowledge of Microsoft Windows and Office applications, hardware troubleshooting, and basic networking concepts.

– Experience with audiovisual equipment setup and configuration is a plus.

– Excellent communication and interpersonal skills, with the ability to effectively interact with end-users and provide exceptional customer service.

– Problem-solving and analytical skills, with a methodical approach to troubleshooting and issue resolution.

– Flexibility to travel to different locations and work outside regular business hours as needed.

– Valid driver’s license and reliable transportation required.