Job Summary

 The Workplace function is responsible for managing and supporting the workplace environment (hardware, software, IT processes) ensuring our customers receive a positive experience. The Field Engineer role is a key role within the Workplace function. The Field Engineer is responsible for interacting with customers to deliver effective services and support and to address incidents and/or problems reported by the customer. In respect of incidents and IT service requests the Field Engineer is acting or coordinating on behalf of IT Operations as a whole which means events may not be limited to the workplace environment only. Furthermore, support may not be limited to internal IT Operations functions but could include other IT departments. General Field Support / Deskside Engineer Onsite supporter tasks: IT support (incidents, service requests, general queries) by phone, remote access, mail and onsite via attendance in person. Resolving (fulfilling) incidents (support requests) and document the actions in an approved service desk tool (ServiceNow). Rollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobile phones and so on) incl. quality check. Basic understanding of Device Server Management Support and implementation/deployment of applications and other workplace software Moves and changes support. Interface between IT Operations, customers and external IT-Service-provider. Inventory and asset management and care of hardware Support Cisco devices / Surface hubs Reporting and management tasks: Enhanced processing of incident and support requests in defined cases. Manage escalation to senior managers as required Observance of processes, internal requirements and service level agreements. Customized reporting of adherence to service level agreements as agreed. Knowledge management and information sharing with colleagues. Maintain suitable Knowledge Base. Required skills: General: Ticket system Service Now Basic understanding of Active directory Mobile Device Management Troubleshooting issues related to Desktop/Laptop/Printers/oScanners/Video Conferencing Equipment’s/Mobile Devices Communicative, friendly, and reliable Good level of spoken and written English Basic Technical skills: Microsoft Office 365 Windows 10/11 Microsoft Visio Hardware (PC/Notebooks/Printers) Security know how Cisco devices understanding /Surface Hubs Enhanced Technical skills: Structure and functionality of IT networks and the components (basic) Microsoft Active Directory Mobile Office (VPN-Solution, iOS devices) ITIL or process knowhow IT Security Networking basic understanding

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Asset Management Services To Ensure Compliance With Company Policies.
2. Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis Using Asset Management Tools To Identify And Rectify Recurring Problems.
3. Conduct Knowledge Base Updates And Management, Facilitating Training Sessions For New Hires And Coaching Analysts To Enhance Team Capabilities.
4. Independently Resolve Tickets Within The Agreed Service Level Agreement (Sla) For Ticket Volume And Response Time, Utilizing Asset Management Software To Track And Manage Incidents Effectively.
5. Ensure A Positive Customer Experience And High Customer Satisfaction (Csat) Scores By Striving For First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

1. In-Depth Knowledge Of Asset Management Services And Tools.
2. Strong Analytical And Problem-Solving Skills.
3. Proficient In Ticketing Systems And Incident Management Processes.
4. Excellent Communication And Interpersonal Skills.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Certification In Asset Management (Optional But Valuable)