Field Support Engineer
2 months ago
Role: Field Support Engineer
Job Type: Permanent
Location: Fawley, Southampton. (Onsite)
Ready to utilise your skills in providing second-line investigation and diagnosis, troubleshooting, and resolving incidents?
Are you passionate about performing IMAC (Install, Move, Add and Change) of End user hardware, showcasing your clear and strong customer focus and relationship?
Join us as a Field support Engineer
Careers at TCS: It means more
TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.
Gain exposure to innovative technology.
Work with customers and identify opportunities to support their strategy and improve their processes across functions.
Gain access to endless learning opportunities.
The Role
As an onsite Field Support Engineer, you will play a key role in providing EUC support.
Key responsibilities:
- Log relevant incident/service request details as per process in ITSM tool.
- Communicate with client regarding incident progress.
- Ensure tickets are always updated until issues are resolved.
- Comply with Quality Health Safety Environment (QHSE) and IT policies.
- Liaise with clients, IT support groups and 3rd party providers when necessary.
- Perform IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).
- Conduct hardware and software maintenance and support.
- Troubleshoot and resolve PC incidents and/or VIP requests and service requests as per the procedures & allocated timelines.
- Assist with Site Security Officer (SSO) on IT security issues and virus elimination.
- Create/maintain documentation for scope of work and performs staging of PCs.
- Provide special events coverage, meeting room & VCON & voice devices support.
- Own the stock management and hardware vendor coordination for Break fix.
- Ensure break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC).
Your Profile
Key skills/knowledge/experience:
Strong knowledge of desktop/laptop hardware.
- Good knowledge of Win 10, Win 11 & MS Office and knowledge of Mac OS is preferred.
- Understanding of daily operations and delivery processes and clear and strong customer focus and relationship.
- Knowledge of application / software installation and trouble shooting and good interpersonal and communication skills.
- Knowledge / exposure on ticketing tools (Service Now) and proficiency in English is must with Local Language.
- Experience with windows system administration and strong Troubleshooting Skills and good analytical and coordination skills are essential.
- Hardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc.
- Working knowledge of supporting computer peripherals, like printers, scanners and non-standard devices etc.
- Understanding of active directory, networking, hardware, operating system & software knowledge.
Rewards & Benefits
TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.
Diversity, Inclusion & Wellbeing
At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is ‘Inclusion without Exception’.
You’ll find a welcoming culture and many internal volunteering and social networks to join. Our diversity, inclusion and social activities involve 12 employee networks including LGBTQ+ & Allies, mental health, disability & neurodiversity inclusion and many more, as well as health & wellness initiatives and sports events (we even sponsor the London Marathon).
We are open to all and treat applications equally, regardless of ethnicity, disability, gender identity, gender reassignment, age, sexual orientation, or beliefs.
If you are an applicant who needs a reasonable accommodation due to Disability or Neurodiverse Condition to complete an employment application, or during any phase of the hiring process, please contact us at vishwa.ganesh@tcs.com with the subject line: “Reasonable Accommodation Request”.
Due to a high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.
Application Process
1. Online application > 2. Technical discussion > 3. Managerial discussion > 4. HR discussion (EP role – usually)
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