Job Description

Field Support Engineer is responsible for providing a professional onsite technical support by identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing standard and complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

Field Support Engineers handles Services that spans across hardware, networking, software, Applications, and configuration. They address tasks such as the testing, documenting, setting up, and installation of network hardware. They employ practices intended to reduce the occurrence of network connectivity issues however, it includes a clear demarcation of various duties that all come under this job purview. The Engineers also offer recommendations to clients to resolve complex technical issues.

Main Duties and Responsibilities:

Troubleshooting and Debugging

Engineers confer with Clients in initial deployment troubleshooting, as well as in initial debugging of new hardware and software. They have a good understanding of Ethernet and wireless networks. They are the subject matter experts as far as application layer support. Engineers consult all relevant documentation of the client network topology for better troubleshooting decisions that results to fault resolution.

Provide On-Site Support

‍The Field Support Engineer attends to onsite clients Service Requests (SR) and ensures that the fault is resolved within expected Service Level agreement. The professional collaborates with other network professionals in client IT environments and DD colleagues to devise suggestions for expediting maintenance and troubleshooting procedures for applicable resolution. They prepare and document client reports with applicable resolution and recommendations where necessary.

Uptime Network Maintenance

Support Engineers ensure that client networks operate consistently and efficiently. They confirm consistent up-time of enterprise routers, servers, and networks. They engage in routine maintenance checkup as well. With the advent of cloud-based services, keeping the network up and running has become more important to the enterprise than previous. Report and escalate issues to 3rd party Partners and vendors where necessary

Preventive Maintenance

Field engineers is to conduct clients scheduled Preventive Maintenance according to usage or time-based triggers to lessen the likelihood of equipment breakdowns. Preventive maintenance takes a proactive approach towards maintenance and involves four key action items: inspection, detection, correction, and prevention. The professionals also coordinate with the contractors for any necessary facility support. They must analyse issues and prepare service report in a timely manner.

Client LAN Audit

Conducting a network audit is a crucial part of helping ensure the functionality and reliability of the enterprise network. Perform LAN auditing by gathering, analyzing, and studying network data flow, with the purpose of assessing the client network’s health. Outline the network flow and scope the devices in place and the LAN schema. Give insight into how successful and status the client network control and management operations

Detail on how healthy the client network is at the state, capture the client network bandwidth demands and challenges to ensure we deliver, or provide/propose solutions end to end. Outline if there are any weaknesses in the network that lead to vulnerability to cybercrime, system downtime and unable to optimize resources e.g., Bandwidth, applications etc.

Qualifications, Skills, and Experience:

1. Bachelor’s degree or equivalent in information systems or Computer Science or Engineering with a 2years technical hands-on experience
2. Expected Vendor Certifications Level: Cisco CCNA and CCNP Security, Checkpoint CCSA, Cisco ASA firewall, CCSE Fortinet NSE 4, Palo Alto PCNSE, F5 ITIL and Fujitsu
3. Extensive technical know-how of security network devices (Routers, switches, antivirus, firewalls and any other security networking hardware or software tools)
4. Excellent hands-on experience and knowledge implementing, configuring, integrating, and supporting the network security with Checkpoint, F5 Load balancers, Cisco ISE, Palo Alto, Juniper, or Fortinet
5. Knowledge of networking concepts such as WAN connectivity, transport types and protocols, and experience with wireless technology and Wireless deployment
6. Stress resistant and priority or Time management skills
7. Willing to increase your technical knowledge by self-training

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