Purpose of the Role

A Field Service Engineer in the IT (Information Technology) industry is a professional responsible for providing on-site technical support and assistance to customers or clients. Their primary role is to ensure that computer systems, networks, hardware, software, and other IT-related equipment are functioning correctly and efficiently. At a senior or team lead level, this extends to guiding and coordinating a team of field engineers to deliver consistent, high-quality service across multiple sites. Overall, the role requires a combination of advanced technical expertise, strong problem-solving skills, excellent communication abilities, and leadership to provide top-notch IT support while mentoring team members and optimizing field operations.

Key Responsibilities Hardware and Software Installation

• Install, configure, and troubleshoot computer hardware components, such as servers, workstations, routers, switches, and peripheral devices.
• Install and update software applications and operating systems.
• Oversee team installations for complex projects, ensuring adherence to standards and timelines.

Troubleshooting and Support

• Diagnose and resolve hardware and software issues.
• Identify and address technical problems that customers or end-users encounter and provide solutions.
• Provide technical support to customers on-site.
• Respond to service requests, answer technical questions, and assist users in resolving IT-related problems.
• Act as an escalation point for complex issues escalated from junior team members.

Network Support

• Set up and maintain computer networks, including LAN (Local Area Network) and WAN (Wide Area Network) configurations. Troubleshoot network connectivity issues and optimize network performance.
• Lead network deployment projects and guide team members in advanced troubleshooting.

Documentation

• Create and update network documentation, including network diagrams, configurations, and standard operating procedures (SOPs).
• Maintain accurate documentation with regards to site and network credentials.
• Ensure team compliance with documentation standards and conduct periodic reviews.

Collaboration and Leadership

• Work closely with other IT teams, including network architects, system administrators, and security professionals, to resolve complex network issues and implement network upgrades or changes.
• Lead and mentor a team of field service engineers and technicians: assign tasks, coordinate schedules, monitor performance, provide technical guidance, and conduct on-the-job training.
• Manage daily field service operations, prioritize ticket queues, allocate resources, and ensure timely resolution of service requests.
• Facilitate team meetings, track progress on field assignments, address challenges, and support professional development of team members.
• Act as a liaison between field team, management, and clients for escalated matters.

Emergency Response

• Be available for emergency calls and be prepared to respond quickly to critical system failures or network outages.
• Coordinate emergency response efforts across the team during major incidents.

Testing and QC

• Perform testing and quality assurance checks on IT systems to ensure they meet performance and security standards.
• Replace faulty hardware components and ensure that they are properly configured and integrated into the IT environment.
• Conduct quality reviews of team work and implement improvements to service delivery.

Travel

• Depending on the scope of the role, IT Field Service Engineers (including leads) may need to travel frequently to customer sites or branch offices, often coordinating team travel logistics.

Qualifications

• Minimum Grade 12 Qualification
• Diploma, Bachelor's Degree in Information Technology, Computer Science, Electrical/Electronic Engineering, or a related field will be advantageous
• Driver's License

Experience

• 5+ years’ experience in the office automation industry
• 5+ years of hands-on experience in IT support, field service, or technical roles.
• Proven experience with on-site hardware/software installation, network setup, troubleshooting, and customer-facing support.
• 2+ years of team lead or supervisory experience in field service, including mentoring junior engineers, coordinating team schedules, managing field operations, and leading small teams on complex IT deployments or support projects.

Technical Skills

• Strong knowledge of computer hardware (servers, workstations, peripherals, routers/switches).
• Proficiency in installing, configuring, and troubleshooting operating systems (Windows, Linux) and software applications.
• Experience with network setup, maintenance, and troubleshooting (LAN/WAN, connectivity, performance optimization).
• Familiarity with diagnostic tools, testing procedures, and basic IT security practices.
• Knowledge of field service management tools (e.g., ticketing systems, scheduling software) is advantageous for lead responsibilities.

Soft Skills and Other Requirements

• Excellent problem-solving and critical-thinking abilities.
• Strong customer service orientation with clear communication skills (verbal and written).
• Leadership and mentoring skills, with the ability to motivate and develop team members.
• Ability to work independently, manage priorities, delegate effectively, and adapt to varied environments.
• Physical ability to lift equipment (up to 20–50 kg) and perform manual hardware work.
• Willingness to participate in on-call/emergency response and frequent travel.