Language Requirements English only
Scope
- Level 1 Field Engineers to carry out Troubleshooting (as directed through the Helpdesk and
support teams and/or other 3rd parties e.g. ISP) or other customer Helpdesk
- covering basic desktop/end user support - desktops/laptops/365 and other user support.
- Repairs and/or swap outs
- Additional kit installation (e.g. extra switch, new PC etc.)
- Communication with the IT team , customer office/ centre team and (on occasion) Customers as
directed or other parties/other customers
- Providing hands on site for Network, Telephony and Windows related activities:
o Networking: Patching, VLAN issues, switch issues (faulty ports, port flapping, network loops,
IP clashes), WIFI issues, faulty firewalls and faulty routers – basic troubleshooting under
direction of IT teams
o Telephony: basic troubleshooting
o Windows: issues on PCs, printers, MFP’s, scanners – basic troubleshooting
- Basic audits – checking what kit is on site, serial numbers, taking photos
- Providing hands and eyes for IT team/ Customer IT Helpdesk, liaising with them on all issues
and assisting with network, infrastructure and server support
- At a minimum, basic knowledge of ticketing systems and their functionality
- Knowledge how to create a bootable flashdrive and how to use it properly
- Elementary awareness of BIOS settings
- Basic understanding of Internet access & network management (VLAN, VPN, WiFi)
- Level 1 Field Engineers to carry out Project work AN D Regul ar planned visits
Engineer skills – basic desktop/end user support. All round Level 1 engineer
Language(s) spoken – English and local language
Soft skills –
✓ Proactive communication
✓ Sense of responsibility and reporting
✓ Pro client -driven mindset orientation
✓ Be able to work alone
✓ Common sense and thinking outside of the box is very appreciated
✓ Ask before you act approach
Tools – laptop, console cables, patch leads, basic IT tools ,
Installation bootable flash -drive (min. 64 GB) with the actual QR image
Screwdrivers – to be able to unscrew lids, mount HW in to a rack etc.

• User Engagement