Field Support Engineer

1 week ago

Mississauga, Canada HCLTech Full time

Job Title :- Field Support Engineer

Job location:- Mississauga, ON

ONSITE



Job Description - This role requires a combination of technical expertise, effective communication, strong problem-solving skills, and a commitment to delivering high-quality field service support.


As an L2 Field Service Operations specialist, your detailed responsibilities include:


- Diagnose and resolve hardware and software issues reported by customers or identified through monitoring systems.

- Lead in-depth troubleshooting and resolution of complex hardware and software issues escalated from lower support tiers.

- Utilize advanced troubleshooting techniques to identify root causes and implement effective solutions.

- Conduct on-site visits to address complex technical issues that cannot be resolved remotely.

- Perform installations, upgrades, and maintenance of systems and equipment at client locations.

- Work closely with L1 support, providing guidance and assistance in resolving escalated technical problems.

- Collaborate with L3 support teams to escalate and coordinate resolution for intricate issues.

- Create and maintain comprehensive documentation for troubleshooting procedures, solutions, and system configurations.

- Ensure accurate and up-to-date records of service activities, configurations, and customer interactions.

- Communicate effectively with customers, providing clear explanations of technical issues and solutions.

- Ensure a high level of customer satisfaction through prompt and effective problem resolution.

- Utilize remote access tools to troubleshoot and resolve issues when on-site visits are not feasible.

- Collaborate with customers to perform remote diagnostics and implement solutions.

- Identify opportunities for process optimization, automation, and efficiency improvements within the field service operations.

- Implement best practices to enhance the overall effectiveness of support services.

- Stay updated on industry trends and emerging technologies to enhance technical knowledge.

- Conduct thorough testing of solutions before implementation to ensure the stability and reliability of systems.

- Implement quality assurance measures to enhance overall service delivery.

- Demonstrate flexibility and adaptability to handle a variety of tasks and challenges in a dynamic field service environment.

- Train and mentor new field technicians on technical aspects, best practices, and procedures.

- Share knowledge and expertise to enhance the overall skill set of the support team.



Requirements and skills

  • Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
  • Working knowledge of office automation products and computer peripherals, like network printers and scanners
  • Knowledge of various server systems, operating systems, network equipment, console access and diverse technical environment
  • Working experience on MAC will be added advantage.
  • Excellent customer service orientation and verbal communication skills
  • 3-5 years of experience in desktop engineering and/or desktop hardware and software configuration troubleshooting for Intel and iOS based systems
  • 1-3 years of experience in the use of SCCM/PXE for imaging

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