Field Service Engineer
- Support in installation and configuration of assigned Customer ICT equipment, not limited to desktop, Printers, IP Phones and peripherals at Customer Premises
- Carry out site surveys for new customer premises for preparation for equipment installation and defining distribution location.
- Coordinating with vendors on ICT devices implementation projects according to installation requirements and follow-up and site survey procedures.
- Maintaining full functionality of ICT devices, not limited to PCs, printers, IP Telephony, A/V equipment, CCTV, Access Control and other equipment used at customer location(s).
- Perform interventions as a result of a Service Desk request as soon as possible, and within the terms of the customer contract.
- Reporting all interventions by means of filling site intervention reports according to Electronic Incident Management System and Incident Reference.
- Ensure end user acceptance of all resolved incidents.
- Carry out repairs and initiate return of faulty customer equipment according to the customer maintenance contract.
- Reporting and escalating all observed problems to proper Smartworld operational escalation points.
- Ensure shortest possible turn around repair cycle by undertaking local repairs of faulty items and monitoring closely the replacement of faulty items.
- Support Data Center Cabling Patching & Management for the core Infrastructure.
- Support Telecommunication Implementations for Etisalat or Du End Users (Where applicable).
- Receive, attend and resolve received incidents from Service Desk
- Provide resolution or suitable workaround
- Update Incidents, and advise Service Desk
- Liaise with Hardware vendors for 3rd Level Support
- Hierarchal Escalation to Supervisor for vendor related issues
- Contribute to Knowledge Base and Technical Articles
- Proactively monitor Schools Network through IT360 to ensure working state
- Liaise with Etisalat for WAN / Regulated Services Issues
- Liaise with CISCO for Vendor Hardware Replacement
- Support Telecom Rooms and Cabling
- Update Patching Records & Controls
- Deploy mass images/desktops and OS updates when required
- Creation and maintenance of standard images for existing hardware (Laptops and Desktops)
- Maintaining a regular Asset (Hardware and Software) listing for the Internal Estate
- Responsibility in tracking Asset Movement for replaced / swapped assets and advise Asset Manager of Asset Movement
- Maintaining a regular Asset (Hardware and Software) listing for the Internal Estate.
- Performing all other job-related duties as assigned.
Applicable Systems
- Network Infrastructure (Basic Support)
- Desktop & Laptop Hardware
- Direct Printer / Peripherals
- Switches and Wireless Access Points (WAPs)
- Telecom rooms and cabling systems/management
- Multi-Functional Printers
- IP Phones
- Audi Visual devices
- Fax Machines
- Scanners
- CCTV
- Access Control
- Fingerprint Reader
- All IP Enabled Devices
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