IT Support Engineer

Job Summary: As an IT Field Engineer, the engineer will be responsible for providing on-site

laptops, servers, storage systems, network equipment, and Cisco routers. Your role will

encompass troubleshooting, maintenance, and hardware replacement tasks to ensure

the smooth operation of the company's IT environment. Additionally, you will be

involved in rack and stack activities to set up and optimise server and networking

equipment.

KEY RESPONSIBILITIES:

1. Desktop and Laptop Support:

• Provide technical assistance for desktop and laptop users, diagnosing and resolving hardware and software issues.
• Install, configure, and upgrade operating systems and software applications.
• Perform hardware upgrades, including RAM and hard drive replacements.

1. Server Maintenance:

• Conduct routine server maintenance tasks, such as replacing hard drives, power supply units (PSU), DIMMs, and cache memory modules.
• Ensure servers are running optimally and perform system updates as required.
• Troubleshoot server hardware and software problems to minimise downtime.

1. Storage Systems:

• Support storage systems, including SAN and NAS devices.
• Assist with storage capacity planning and optimisation.
• Replace faulty hard drives or storage components as needed.

1. Network Infrastructure:

• Configure and troubleshoot network devices, including switches and routers.
• Ensure network connectivity and resolve connectivity issues.
• Implement network security measures and maintain firewall rules.

1. Cisco Router Support:

• Manage and maintain Cisco routers, ensuring they are operating efficiently.
• Troubleshoot routing and connectivity issues.
• Apply firmware updates and security patches as required.

1. Rack and Stack Activities:

• Assist in the installation, configuration, and cabling of server racks and network equipment.
• Ensure proper cable management and labeling for easy identification and maintenance.
• Conduct physical hardware inspections and audits.

1. Documentation and Reporting:

• Maintain detailed records of hardware inventory and configurations.
• Generate incident reports and document resolution procedures.
• Provide clear and concise documentation for reference and future troubleshooting.

1. User Training and Support:

• Offer user training and guidance to enhance their IT proficiency.
• Provide excellent customer service and communicate technical solutions effectively.

1. Emergency Response:

• Be available for on-call duties and respond promptly to critical incidents outside of regular working hours, if required.

Qualifications and Skills:

• Bachelor’s degree in information technology, computer science, or a related field (or equivalent work experience).
• Relevant certifications (e.g., CompTIA A+, CompTIA Network+, Cisco CCNA) are advantageous.
• Proven experience in IT support and field engineering roles.
• Proficiency in troubleshooting hardware and software issues across a diverse range of IT equipment.
• Familiarity with server hardware components, storage systems, and networking equipment.
• Strong knowledge of Cisco routers and network protocols.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Physical fitness and the ability to lift and move heavy equipment.
• Valid driver's license and reliable transportation.
• Willingness to travel to various on-site locations as needed.

This IT Field Engineer job description outlines the key responsibilities and qualifications

required to successfully support and maintain a company's IT infrastructure, ensuring

optimal performance and reliability.