Field Services Engineer

Rezolve Ai; Kutno; On-site; PLN 60,000 - 90,000; Full time

Job summary

Rezolve Ai in Kutno, Poland is seeking an End User Support Engineer to assist users with hardware and software issues. You'll troubleshoot Windows, macOS and Linux, and support LAN/WAN basics, VOIP and AV setups.

You will work to resolve incidents within SLA timelines, contribute to knowledge base, and interact with customers at various levels to ensure a productive and secure workplace.

Qualifications

• 3-4 years of IT infrastructure field support experience.
• Strong customer management and communication abilities.
• Capable of meeting deadlines and delivering tasks on time.
• Experience installing/troubleshooting Windows, macOS and Linux.
• Familiar with LAN/WAN basics, VOIP and AV setup.

Responsibilities

• Provide end-user hardware and software support on site.
• Install and troubleshoot OS and standard applications.
• Assist with conference room AV, printers and peripherals.
• Maintain SLA adherence for SRQs and incidents.
• Create and update KB articles for common issues.

Skills

Customer management

Oral & written communication

Self-driven

Deadline oriented

Stakeholder communication

Hardware troubleshooting

OS troubleshooting

Job description

End User Support Experience :

• Three to four (3-4) years’ experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.
• Good Customer management skill,
• Good in oral and written communication
• Able to interact and work with customer at different levels.
• Self- Driven and result oriented.
• Really passionate about the work
• Ability to work with deadlines and complete tasks on time.

Hardware Troubleshooting and Repair :

• Hands on experience in installing & troubleshooting hardware issues for Laptop, Desktop, Printers and accessories
• Basic knowledge of enterprise LAN, WAN, Server setups and concepts. Ability to perform smart and physical assistance activity under instruction, at sites.
• Ability to lift / move computer equipment weighing up to 50Lbs.
• Conference room A/V equipment assistance & troubleshooting
• Basic VOIP phone configuration & troubleshooting
• Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under ‘Smart Hands’ capability

Operating System & Software :

• Skilled in desk side support for installing & troubleshooting Operating Systems (Windows 11 / Win 10 / MAC / Linux)
• Experience with Anti-spyware and Anti-virus software.
• Basic installation and troubleshooting of standard software’s / application like Adobe, browsers
• Basic installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive)
• Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles
• Basic understanding , mail configuration and troubleshooting of Mobile Device Management system ( Airwatch / Xenmobile / Mobile iron etc),
• Basic understanding on Data backups,
• Basic understanding and troubleshooting for VDI, SCCM / LanDesk / Altris,
• Basic configuration & troubleshooting of Apple machines /mobile devices
• Contribution towards creating KB article
• Ensuring all SRQs, Incidents are addressed within stipulated SLA timelines