The Support & Field Engineer plays a critical role in delivering seamless IT support across the organisation. This hybrid position combines on‑site and remote technical assistance, focusing on incident resolution, service request management, infrastructure maintenance, and smooth onboarding/offboarding processes.
The ideal candidate will contribute to continuous improvement initiatives and help uphold ITIL best practices to ensure high-quality and efficient IT operations.

Group 10
Responsibilities:

1. Technical Troubleshooting

  • Diagnose and resolve hardware, software, and network issues across Windows OS (Windows 10, 11), Microsoft 365, and hybrid (Azure / On‑prem) Active Directory environments.
  • Perform root cause analysis and recommend preventive actions.
  • Conduct on-site visits when required to troubleshoot endpoint devices, connectivity issues, and infrastructure-related problems.
  • Support deployment, configuration, and maintenance of IT systems ensuring performance and compatibility.
  • Maintain compliance with security policies during troubleshooting and user support activities.

2. Customer Support

  • Deliver high-quality IT support to internal users, ensuring a positive end‑user experience.
  • Communicate technical issues clearly and professionally to non‑technical users.
  • Support employee onboarding/offboarding (accounts creation, access rights, hardware allocation, system setup).
  • Escalate complex issues to higher-level support while ensuring ownership and follow-up.
  • Promote IT best practices, including security awareness and proper system usage.

3. SLA Compliance, Ticket Management & Documentation

  • Manage and resolve incidents and service requests within agreed SLAs.
  • Apply ITIL best practices for incident, problem, and request management.
  • Accurately document troubleshooting steps and solutions to maintain a robust knowledge base.
  • Maintain up-to-date IT asset records covering deployed, returned, or decommissioned equipment.
  • Support internal and external audits through proper documentation and compliance practices.

4. Customer Satisfaction & Continuous Improvement

  • Monitor feedback and identify recurring user issues or service gaps.
  • Recommend and support continuous improvement initiatives to enhance service delivery and user satisfaction.
  • Collaborate with IT teams on system upgrades, new technology adoption, and service enhancements.
  • Stay informed on industry trends, tools, and best practices.
  • Participate in IT projects, contributing expertise on user experience and technical impact.

Group 12
Experience:

Education

  • Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
  • Equivalent professional experience or relevant certifications (CompTIA A+, Microsoft, ITIL) are considered.

Experience

  • Minimum 2+ years of experience in IT support, service desk, or field engineering roles.

Languages

  • Fluent English (spoken and technical).

Technical Skills

  • Strong skills in troubleshooting hardware, software, and network issues.
  • Experience with ticketing systems, remote support tools, and ITIL-aligned processes.
  • Knowledge of endpoint management and Active Directory administration.
  • Ability to troubleshoot software configurations, network setups, and connectivity or database-related issues.
  • Excellent analytical, problem‑solving, and time‑management skills.
  • Strong communication skills (written & verbal) for professional user interaction.
  • Ability to follow SOPs, maintain compliance, work independently, and manage priorities in a fast-paced environment.

Additional Preferred Skills

  • Certifications: ITIL, CompTIA A+, Microsoft technologies.
  • Experience with enterprise networking or IT service automation tools.
  • Strong customer-service orientation.

Support & Field Engineer

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