Field Support Engineer

vely involved in each iBorders applications and providing 24 hours support to team on;
DEV/TEST/PROD/DR Actienvironments to ensure the correct functioning and maintenance of all internal and external customer IT equipment and services;
Perform onsite interventions as a result of a Service Desk request as soon as possible, and within the terms of the customer contract and SLAs;
When required, act as the customer SPOC and co-ordinate the scheduling of the onsite intervention with customers, internal resolver groups, and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA;
Carry out local repairs of faulty equipment and services to the highest standards and co-ordinate the resolution with the appropriate resolver group;
Ensure shortest possible repair cycle by initiating the timely return of faulty equipment according to the customer maintenance contract and SLAs and monitoring closely the replacement of faulty items and spares;
Manage the replacement of faulty equipment through the use of spares and ensuring the timely replenishment the spare according to prescribed availability and sparing policy;
Carry out site surveys for new customer premises for preparation for new product and services installation under the guidance of senior team members;
Adhere to installation guidelines and industry best practices in order to deliver quality Field Operations;
Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with the Field Operations guidelines and instructions where provided;
Reporting and escalating all observed problems to proper operational escalation points;
Carry out preventive maintenance of equipment in accordance with agreed schedules and to manufacturer specifications;
Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with Customers and 3rd parties;
Ensure that all the required Field Service data is provided and recorded in the correct fields in the Service Desk Tool for all assigned Incidents & Change Orders;
Manage local suppliers in the provision of services for the Field Operations centre and report on services provided to management;
Confirm and prioritize day-to-day tasks, as and when needed;
Coach co-workers on operational process issues relying on strong working knowledge of the activities in the group;
Cover all duties listed in Field support Team Leader1 job when required;
Cover all duties listed in Field support Engineer -Application job when required.

Bachelor’s degree in IT, Telecom or Business, or equivalent (preferably Computer Science/Engineering);
5+ years of experience implementation/managing desktop in a Microsoft Windows environment, imaging, patching, software deployment and related technologies;
Proficient in deploying and troubleshooting IT and Application Problem;
Work experience with troubleshooting Operating System image builds and deployment;
Windows 10 Servicing model, using Configuration Manager;
Microsoft Endpoint Manager (Intune) and co-management (SCCM/Intune);
Configuring and deploying Windows 10, WAN and LAN Solution;
Proficient in deploying and troubleshooting Database;
Advanced knowledge of Microsoft Systems Center Configuration Manager concepts and reporting and working knowledge of Active Directory;
ITIL v.3 Foundation Certification;
Advanced knowledge of Cisco and VMware Configuration Manager concepts and reporting;
Advanced English communication skills, both written and verbal, including advanced business writing skills (will be tested);
Experience with all Conferencing Technologies (telephony/video-calls/content sharing);
Experience with Printer technologies (setup/maintenance/configurations/networking);

Empresa líder em TIC / Telecomunicações