Senior Field Services Technician - Lead Role (Telecommunication)

SUMMARY:
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POSITION INFO:

Purpose of the role
A Field Service Engineer in the IT (Information Technology) industry is a professional responsible for providing on-site technical support and assistance to customers or clients. Their primary role is to ensure that computer systems, networks, hardware, software, and other IT-related equipment are functioning correctly and efficiently. Overall, the role of an IT Field Service Engineer requires a combination of technical expertise, problem-solving skills, and excellent communication abilities to provide top-notch IT support to clients or end-users.

Key Responsibilities

Hardware and Software Installation 

• Install, configure, and troubleshoot computer hardware components, such as servers, workstations, routers, switches, and peripheral devices.
• Install and update software applications and operating systems.

Troubleshooting and Support

• Diagnose and resolve hardware and software issues.
• Identify and address technical problems that customers or end-users encounter and provide solutions.
• Provide technical support to customers on-site.
• Respond to service requests, answer technical questions, and assist users in resolving IT-related problems

Network Support 

• Set up and maintain computer networks, including LAN (Local Area Network) and WAN (Wide Area Network) configurations. Troubleshoot network connectivity issues and optimize network performance.

Documentation 

• Create and update network documentation, including network diagrams, configurations, and standard operating procedures (SOPs).Maintain accurate documentation with regards to site and network credentials.

Collaboration 

• Work closely with other IT teams, including network architects, system administrators, and security professionals, to resolve complex network issues and implement network upgrades or changes.

Emergency Response 

• Be available for emergency calls and be prepared to respond quickly to critical system failures or network outages.

Testing and QC

• Perform testing and quality assurance checks on IT systems to ensure they meet performance and security standards.
• Replace faulty hardware components and ensure that they are properly configured and integrated into the IT environment.

Travel 

• Depending on the scope of the role, IT Field Service Engineers may need to travel frequently to customer sites or branch offices.
  
  

Qualifications

• Minimum Grade 12 Qualification
• Diploma, Bachelor's Degree in Information Technology, Computer Science, Electrical/Electronic Engineering, or a related field will be advantageous
• Drivers License

Experience

• 5+ years’ experience in the office automation industry
• 5+ years of hands-on experience in IT support, field service, or technical roles.
• Proven experience with on-site hardware/software installation, network setup, troubleshooting, and customer-facing support.

Technical Skills

• Strong knowledge of computer hardware (servers, workstations, peripherals, routers/switches).
• Proficiency in installing, configuring, and troubleshooting operating systems (Windows, Linux) and software applications.
• Experience with network setup, maintenance, and troubleshooting (LAN/WAN, connectivity, performance optimization).
• Familiarity with diagnostic tools, testing procedures, and basic IT security practices.

Soft Skills and Other Requirements

• Excellent problem-solving and critical-thinking abilities.
• Strong customer service orientation with clear communication skills (verbal and written).
• Ability to work independently, manage priorities, and adapt to varied environments.
• Physical ability to lift equipment (up to 20–50 kg) and perform manual hardware work.
• Willingness to participate in on-call/emergency response and frequent travel.