Field Support Engineer

Job Purpose:

As a Field Support Engineer, the Engineer will play a crucial role in providing technical support and assistance to end-users within an organization. The primary responsibility will be to respond to and resolve various IT-related issues and requests, ensuring minimal disruption to the operations of the business.

Key Accountabilities:

• Performing on site troubleshooting through diagnostic techniques and pertinent questions.
• Determining the best solution based on the issue and details provided by customers.
• Support users 24/7 on site ( 8 hours per shift ).
• Providing technical support across the building.
• Perform on site troubleshooting through diagnostic techniques and pertinent questions.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Installing and configuring computer hardware, software, systems, networks, printers and scanners.
• Monitoring and maintaining computer systems and networks.
• Responding in a timely manner to service issues and requests.
• Setting up accounts for new users.
• Repairing and replacing equipment as necessary.
• Testing new technology.
• Possibly training more junior staff members.
• Travel within the city and outside the city to provide technical support.
• Do a Preventive maintenance regularly.

Minimum Qualifications:

• Diploma/Bachelor's degree in information technology, computer science or a related field.

Minimum Experience:

3+ years professional experience.

Job-Specific Skills:

• Proven experience as a IT service Desk technician or other customer support role.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in Arabic / English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.
• Strong interpersonal skills.
• Basic understanding of IT infrastructure and technologies.
• Basic understanding of Windows and related software.
• Basic understanding of Security and network.
• Problem-solving and troubleshooting abilities.
• Ability to work effectively under pressure and multitask in a fast-paced environment.
• Experience with ticketing systems and remote support tools.
• Customer service-oriented mindset.