IT Field Engineer

About the role

The Field Support / Helpdesk Engineer provides first-level and on-site technical support to users. This role is responsible for resolving hardware, software, network, and peripheral issues while ensuring service requests and incidents are handled within the agreed service level.

Key responsibilities

• Receive, record, classify, and resolve user incidents and service requests.
• Provide support through telephone, email, remote access, ticketing system, and on-site visits.
• Install, configure, troubleshoot, and maintain desktops, laptops, printers, scanners, and other IT peripherals.
• Install and support Windows operating systems, Microsoft 365, email, antivirus, and standard business applications.
• Troubleshoot LAN, Wi-Fi, VPN, internet, and basic network connectivity issues.
• Perform user account setup, password reset, access support, and basic Active Directory administration.
• Prepare and deploy IT equipment for new employees and collect equipment during employee offboarding.
• Perform hardware replacement, software updates, preventive maintenance, and basic equipment repairs.
• Maintain IT asset inventory, equipment assignment records, and software license information.
• Monitor support tickets and provide timely status updates to users.

About you

• Diploma or Bachelor's degree in Information Technology, Computer Engineering, Information Systems, or a related field.
• Minimum 1–2 years of experience in IT helpdesk, desktop support, or field support.
• Good knowledge of Windows, Microsoft 365, desktop hardware, printers, and standard office applications.
• Basic understanding of TCP/IP, LAN, Wi-Fi, DNS, DHCP, VPN, and Active Directory.
• Familiarity with IT service-management processes and ticketing systems.
• Good troubleshooting, communication, documentation, and customer-service skills.
• Able to explain technical issues clearly to non-technical users.
• Able to work independently and manage multiple support requests.
• Willing to travel between customer sites and work outside normal hours when required.