Senior Field Service Engineer

Role: Field Service Technician

Location: Allentown, PA (On-Site)

Job Description:

The Field Services Engineer is part of the Infrastructure Team, this team counts around 20 members in multiple countries.

You are working on supporting and maintaining IT solutions in a high-quality mechanized and automated logistics environment for the sites in the field of IT. Within the team you co-operate with colleagues spread around the sites and report to the Manager, Infrastructure- Cognizant.

Summary of Key Responsibilities

The Infrastructure Engineer majorly will act as a local IT onsite and will provide end-user support along with the Smart Hands support to the infrastructure teams both onshore and offshore. The required personal has an active role within the team and interacts with colleagues to share knowledge, work on issues/projects and is able to prioritize based on business impact, deadlines and risks. It also Includes extra responsibilities to create SOPs, manage inventory onsite and participate in collaborative IT support for the site(s) responsible for.

Position responsibilities:

- Work with team members within IT Infrastructure, IT Service Delivery and IT System Delivery

- Provide support in Infrastructure incidents/changes/escalations (Topdesk)

- Deploy hardware and software (servers, network equipment, cloud instances/services)

- Assist in maintaining and optimizing the IT infrastructure environment to ensure business continuity

- Have a role in IT infrastructural projects (Life Cycle Management, Integration and Business projects)

- Set-up and maintain the IT Documentation & Monitoring

- Create SOP, Knowledge articles for known issue-resolution

- User onboarding, offboarding

- Meeting room set up onsite for events

- Work with local vendors

Education:

- Bachelor’s degree, or at least 3 years of relevant working experience as Field Services Engineer

General Skills:

- Prior experience of Deskside Engineering or Field Services.

- You have a good command of the English language, both spoken and written.

- You are in possession of a driving license.

- Flexibility to travel within Hub and spoke sites required. It might also involve limited travel within the region. Hub is classified as base location and sites in vicinity will be spoke.

- You know how to determine the right priorities and are solution oriented.

- Available for Off-business hours support during critical outages. (On call Rotation Schedule)

Required Technical Skills:

- Knowledge and support experience with Windows, iOS devices.

- Knowledge and support experience with handheld devices like- RF Guns, Bar code scanners, label printers, etc.

- Experience with Windows Server solutions/roles

- Experience in imaging and troubleshooting computers, configuring mobile devices.

- Experience with Microsoft 365 (Exchange/Intune) and troubleshooting application errors.

- Experience in Windows upgrades

- Experience with network printer troubleshooting

- Knowledge of Network equipment (Switches, Routers, Access Points, Servers, etc.)

Good to have:

- Knowledge of/experience with Cisco Meraki Devices

- Knowledge of/experience with Amazon Web Services (AWS)

- Knowledge of ITIL

- Hands-on experience on patching through SCCM.

- Experience of Service Now ticketing tool.

- Prior Logistics experience