Field Engineer

Posted 03 June 2022
SalaryCompetitive
LocationAuckland
Job type Contract
SpecialisationHelp Desk & IT Support
ReferenceBH-1403

Job description

Our client is looking for a Desktop / Field Engineers.
You will be working onsite in the CBD of Auckland. 

Key Roles and Responsibilities:

  • Proactively monitors the work queues.
  • Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
  • Update tickets with resolution tasks performed
  • Identify, Investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
  • Provide second level support to all incidents, requests and identify the root cause of incidents and problems
  • Communicate with other teams and clients for extending support
  • Execute changes with clear identification of risks and mitigation plans to be captured into the change record
  • Follow the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift
  • Escalate all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
  • Work with automation teams for effort optimization and automating routine tasks
  • Coach Service Desk and L1 teams for technical and behavioural skills
  • Establish monitoring for client infrastructure
  • Identify problems and errors before they impact a client’s service
  • Lead and manage all initial client escalation for operational issues.
  • Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals
  • Plan and execute approved maintenance activities
  • Audit and analyze incident and request tickets for quality and recommends improvements with updates to knowledge articles.
  • Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort

If this sounds like you, then apply now!