A Field Support Engineer is required to provide 1st and 2nd level support to users. Support will be provided via telephone, email and direct interaction with end users. This support will include remote assessment and resolution of problems, proper routing and escalation of problems within the IT organization and in general a contribution to the successful use of Information Technology at the Company. This role will be based in the Barcelona office but travel to other EMEA offices may be required.
Key Responsibilities
- Assisting staff in remote offices, home offices, hotels etc
- Perform hardware/software installation and maintenance including upgrades and patch installs
- Evaluation, installation, troubleshooting of network, email and virus issues
- Build of PC’s, monitors, attach peripherals, configure hardware and run diagnostics
- Helpdesk call handling, assignment and monitoring
- Troubleshoot hardware/software and perform necessary repairs
- Handle special projects with no degradation of ongoing assignments and responsibilities
- Perform basic telephony tasks such as patching
- Weekend/evening work may be required from time to time
- Evaluation and troubleshooting of Multi Function Copiers/Printers/Scanners
Essential Skills Required
- Outstanding customer service skills
- Excellent written, verbal and telephone communication abilities
- Strong interpersonal skills – must be able to interact with personnel in multiple business roles
- Self motivation and initiative
- Basic understanding of network topologies
- Thorough understanding of desktop operating systems
- Technical knowledge of Microsoft Office applications
- Thorough knowledge of Outlook
- Problem solving and analytical skills
- Ability to prioritise workload and complete tasks within an agreed timescale
- Knowledge of remote access software including AT&T
- Knowledge of TCP/IP and communications is required
The successful candidate will be a highly professional individual with outstanding customer service skills who has a minimum of 2 years experience in a similar role. You must be a good team player with a flexible attitude. An MCSE qualification is desirable.