What are the responsibilities and job description for the GREENWOOD, SC - FIELD ENGINEER position at Excis?
We are seeking a skilled Field Engineer to join our team as a 1099 independent contractor.
The Level 1 Field Engineer provides standard onsite and desk-side technical support to end-users. This role focuses on resolving basic hardware, software, and peripheral issues, performing standard PC imaging, and providing "smart hands" support under the direct guidance of Level 2 engineers or the Single Point of Contact (SPOC).
Language Proficiency
Proficient in both English and the local language (written and verbal).
Key Skills & Technical Knowledge:
Office 365 & Office Suite: Good working knowledge of the Office 365 environment. Ability to deploy, configure, and troubleshoot the core Microsoft Office suite, including Outlook (profile setup, email sync issues), Excel, Word and Teams.
OS Deployment: Building and configuring customer PCs and laptops using standard, pre-defined "Gold" images, and handling basic application installations.
Hardware & Peripherals: First-level support for laptops, desktops, printers, scanners, meeting room setups, and video conferencing equipment.
Mobile Devices: Basic troubleshooting for enterprise mobile devices, including iPads, iPhones, and Android devices.
Key Responsibilities
Onsite Support: Provide basic onsite and desk-side support services to endusers for hardware and standard office software.
Guided Troubleshooting: Troubleshoot PC-related problems by following
established standard operating procedures (SOPs) or at the explicit direction of TCS Level 2 engineers or the SPOC.
SLA & Ticket Management: Complete basic incidents and service requests
within defined SLAs, ensuring all assigned tickets are accurately updated on a daily basis.
Data Handling: Assist with basic end-user data backup and restoration tasks
during service incidents as per documented guidelines.
Basic Smart Hands Support: Provide basic "smart hands" assistance in the
data center only under direct supervision (e.g., checking cable connections,
verifying status lights, or performing daily tape changes for local backup
routines).
Behavioral Skills Required
Customer Facing & Presentation: Excellent customer service skills, clear
communication, and a well-presented, professional appearance.
Compliance & Conduct: Ability to strictly adhere to specified standards,
company policies, required levels of deportment, and ethical workplace
practices.
Teamwork & Collaboration: Ability to build effective relationships within the team and follow directions closely from senior technical staff.
Organization: Good organizational skills to handle daily ticket queues and prioritize tasks effectively in a fast-paced environment.