IT Support Specialist

Role Overview

The Field Engineer (FE) will be responsible for supporting end-to-end IT asset operations, including warehouse coordination, device preparation, deliveries, collections, and reporting. The role requires timely communication, proper documentation, and strict adherence to service level agreements (SLAs).

* Key Responsibilities*
1. Warehouse & Asset Handling
* Receive incoming IT equipment at the warehouse when required
* Confirm total number of items received immediately upon delivery
* Take clear pictures of:
* Delivery documents
* Each asset (with visible serial number/service tag)
* Ensure all assets are stored properly in the designated warehouse area
* Maintain accurate tracking and documentation of all items

? 2. Device Verification & Imaging
* Power on devices to check for company's image/logo
* Share verification report via WhatsApp and email

If image is present:

* Mark device as ready for deployment
* Return to proper storage

If the Company's image is NOT present:

* Generate hash file as per instructions
* Share generated hash file promptly

3. Delivery Operations
* Receive delivery requests via email
* Contact end users to confirm availability and schedule delivery
* Pick up device(s) from warehouse
* Deliver device(s) to user location with delivery form
* Obtain proof of delivery (POD)
* Share POD immediately after delivery

4. Collection Operations
* Contact users to schedule pickup of old devices
* Collect devices and confirm completion
* Share update immediately after collection
* Follow instructions for:
* Secure wipe
* Diagnostics
* Share wipe and diagnostic reports

Service Level Agreements (SLA)
* Acknowledge new requests: Within 2 hours
* Schedule delivery/collection: Within 24 hours
* Delivery completion: Within 24–48 hours after scheduling
* Collection completion: Within 24–48 hours after scheduling
* Share POD / reports: Same day (within 2–4 hours)
* Hash file generation: Within 24 hours of request
* Wipe & diagnostic report: Within 24–48 hours after collection

Communication & Reporting
* Provide timely updates via WhatsApp and email
* Report any delays or issues immediately
* Maintain clear and professional communication with users and team

Requirements
* Basic IT knowledge (laptops, OS, troubleshooting)
* Ability to follow instructions and meet deadlines
* Strong communication and coordination skills
* Attention to detail for documentation and reporting

Performance Expectations
* Timely execution of deliveries and collections
* Accurate documentation and reporting
* Compliance with SLA timelines
* Professional conduct with end users and team

Requirements

Qualifications & Experience

• 2–4 years of experience in IT Support, Field Support, Desktop Support, or a related role.
  
• Strong hands-on experience with Windows, laptops, desktops and IT peripherals.
  
• Basic networking and troubleshooting knowledge.
  
• Experience with IT asset management and inventory reconciliation.
  
• Good communication, documentation, and customer-service skills.
  
• Ability to work independently and meet SLA requirements.
  
• Willingness to travel and provide onsite support.
  
• Relevant IT certification is an advantage.