IT SUPPORT TECHNICIAN

Roles & Responsibilities Job Description As an L2 IT Field Engineer, you will be responsible for delivering on-site technical support for a diverse range of IT infrastructure components, including desktops, laptops, servers, storage systems, and network equipment such as Cisco routers and switches. The role involves advanced troubleshooting, preventive maintenance, and hardware replacement to ensure the smooth and efficient operation of the IT environment. You will also support rack-and-stack activities to deploy, configure, and optimise server and networking equipment as per customer or project requirements. Desktop And Laptop Support • Provide on-site technical assistance for desktops and laptops by diagnosing and resolving hardware and software issues. • Install, configure, and upgrade operating systems, drivers, and software applications. • Perform component-level replacements such as RAM, SSD/HDD, and other peripherals. Server Maintenance • Carry out regular server maintenance, including the replacement of hard drives, PSUs, DIMMs, and cache modules. • Ensure servers are functioning efficiently and perform required system updates or firmware upgrades. • Troubleshoot hardware and OS-level issues to minimise downtime and maintain operational continuity. Storage Systems • Support SAN/NAS storage systems and related hardware. • Assist with capacity management, monitoring, and optimisation of storage performance. • Replace faulty drives or components and verify system health after replacement. Network Infrastructure • Configure, install, and troubleshoot network devices including switches, routers, and wireless access points. • Verify end-to-end network connectivity and resolve network-related incidents. • Apply and maintain network security configurations, VLANs, and firewall rules. Cisco Router And Network Support • Manage and maintain Cisco routers and switches to ensure peak performance and uptime. • Troubleshoot routing, configuration, and connectivity issues. • Implement firmware updates, patches, and configuration changes as required. Rack And Stack Activities • Perform installation and cabling of servers, switches, and other IT hardware within racks. • Ensure proper cable management, labelling, and documentation for easy identification and future maintenance. • Conduct physical inspections and audits of data centre or communications room equipment. Documentation And Reporting • Maintain accurate documentation of all hardware, network configurations, and asset movements. • Record incidents, resolutions, and maintenance logs in a systematic manner. • Generate and share detailed service reports and updates after each site visit. User Support And Training • Provide L2-level assistance to end users and site staff as required. • Offer guidance or brief training sessions to enhance user understanding of IT systems. • Maintain professional communication and deliver high-quality customer service. Emergency And On-Call Response • Be available for scheduled on-call duties and respond promptly to critical IT incidents or outages. • Ensure business continuity and minimal disruption through timely on-site interventions. Qualifications And Skills • A Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience, is required. • Relevant certifications such as CompTIA A+, Network+, or Cisco CCNA are highly desirable. • The role requires proven experience in L2 IT Support or Field Engineering positions, along with strong hands-on expertise in hardware troubleshooting, server components, and networking devices. • A solid understanding of network protocols, switching, and routing principles is essential. • Excellent communication, documentation, and interpersonal skills are expected, as well as the ability to work independently with minimal supervision while managing multiple sites or clients. • Candidates must be physically capable of handling IT hardware and performing rack installations. • A valid driving licence is required, along with the willingness to travel to various customer sites as needed.