IT Field Support Engineer Infor Global Solutions, Inc.
IT Field Support Engineer
Philippines, Manila,28th St. cor 3rd Ave
Thursday, December 13, 2012
A Field Support Engineer is required to provide 2nd level technical support assistance and troubleshooting to all company Professionals. Support will be provided via telephone, email and direct interaction with end users by on-desk or remote support. 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. â€¢ Deliver technical internal client support to staff in (remote/home) offices, hotels, etc. â€¢ Requires coverage during standard or shifting operating hours as well an on-call support if needed. â€¢ Troubleshooting of client issues and problems as requested by internal employees and possible external users during events â€¢ Analyze and test software/hardware problems and issues. â€¢ Maintain an inventory of PC hardware, services and software through available asset management and license management tools. â€¢ Analyze and repair of software and hardware issues. â€¢ Tracking calls through a computerized system â€¢ Provide quality answers and follow-up to customers in a timely manner. â€¢ Analyze root causes and research appropriate references (people/materials). â€¢ Use systems analysis techniques while working with customers to provide general or specific applications, systems or solutions to best meet business specifications and customer needs. â€¢ Deliver administrative duties such as department / regional reporting and tracking, event coordination, creating presentations, periodic research for project, procurement activities and invoicing. â€¢ Participate in various functional areas of IT to participate in projects and tasks. â€¢ Manage basic telecommunication change and additions (like assigning extensions and voice mail numbers) â€¢ Manage repair and services on fixed telecommunication systems or services coordinated by the telecommunication team. â€¢ Manage corporate mobile services, procurement, adds, changes and troubleshooting. â€¢ Instruct and support Video Conference activities.
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