IT Field Support Engineer
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Key skills for this role
About the Role
HCLTech seeks an experienced IT Field Engineer to provide on-site IT infrastructure support across multiple client locations in the UAE. The role involves installation, configuration, troubleshooting, and maintenance of IT systems.
Key Skills for This Role
Responsibilities
- Install, configure, and support IT infrastructure including desktops, laptops, printers, and network devices
- Provide on site technical support for hardware, software, and network related issues
- Diagnose and resolve incidents, perform root cause analysis, and escalate complex issues when required
- Manage and track all incidents and service requests through ticketing tools (ServiceNow/others)
- Perform system upgrades, patching, and maintenance activities with minimal business disruption
- Support project implementations including system commissioning and deployment at client sites
- Collaborate with internal teams and vendors to ensure timely issue resolution and service delivery
- Ensure adherence to SLA timelines, customer satisfaction, and service quality standards
- Maintain documentation of activities, solutions, and asset inventory
- Provide end user training and guidance on IT systems and applications
- Ensure compliance with organizational policies, security guidelines, and ITIL best practices
Requirements
- 5–8 years of relevant experience in IT field support within UAE
- Bachelor’s Degree in Information Technology, Computer Science, or related field
- Strong hands on experience in IT support, desktop support, and field services
- Knowledge of Windows OS, Microsoft 365, networking basics (LAN/WAN), and Active Directory
- Experience with ticketing tools (ServiceNow or similar) and IT service management processes
- Familiarity with CCTV and Access Control Systems
- Understanding of ITIL processes (Incident, Problem, Change Management)
- Valid UAE driving license and willingness to travel across client locations
- Relevant certifications such as Microsoft, Cisco, or CompTIA preferred
Full Job Posting
Role Summary
- We are looking for an experienced IT Field Engineer to provide on site IT infrastructure support across multiple client locations in the UAE.
- The role involves installation, configuration, troubleshooting, and maintenance of IT systems, ensuring seamless operations and adherence to defined SLAs and quality standards.
- The candidate will collaborate with project teams, vendors, and stakeholders to deliver efficient and timely support services.
Key Responsibilities
- Install, configure, and support IT infrastructure including desktops, laptops, printers, and network devices.
- Provide on site technical support for hardware, software, and network related issues.
- Diagnose and resolve incidents, perform root cause analysis, and escalate complex issues when required.
- Manage and track all incidents and service requests through ticketing tools (ServiceNow/others).
- Perform system upgrades, patching, and maintenance activities with minimal business disruption.
- Support project implementations including system commissioning and deployment at client sites.
- Collaborate with internal teams and vendors to ensure timely issue resolution and service delivery.
- Ensure adherence to SLA timelines, customer satisfaction, and service quality standards.
- Maintain documentation of activities, solutions, and asset inventory.
- Provide end user training and guidance on IT systems and applications.
- Ensure compliance with organizational policies, security guidelines, and ITIL best practices.
Technical Skills & Requirements
- Strong hands on experience in IT support, desktop support, and field services.
- Knowledge of Windows OS, Microsoft 365, networking basics (LAN/WAN), and Active Directory.
- Experience with ticketing tools (ServiceNow or similar) and IT service management processes.
- Familiarity with CCTV and Access Control Systems.
- Good troubleshooting and problem solving skills across hardware and software environments.
- Understanding of ITIL processes (Incident, Problem, Change Management).
Qualifications
- Bachelor’s Degree in Information Technology, Computer Science, or related field.
- Relevant certifications such as Microsoft, Cisco, or CompTIA preferred.
- Valid UAE driving license and willingness to travel across client locations.
Additional Requirements
- 5–8 years of relevant experience in IT field support within UAE.
- Ability to work in a fast paced, project driven, and customer facing environment.
- Physically capable of handling on site field responsibilities across multiple locations.
Soft Skills
- Strong customer focus and communication skills.
- Ability to work independently and as part of a team.
- High accountability, ownership, and problem solving mindset.
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