Field Tech Analyst

The Field Tech Analyst has the required demonstrated experience and is responsible for the basic equipment setup and configuration of associated software at client sites.

They collaborate and work closely with the engineering team to provide install and break/fix functions for clients and may also install and test both new software and/or hardware.

The Field Tech Analyst is required to maintain both servers and/or network hardware and will also diagnose and troubleshoot hardware failures and provide technical support, escalating unresolved issues when appropriate.

The Field Tech Analyst provides on-site support to clients.

Key responsibilities:

• Provides support when problems arise and maintains a log and/or list of all the required repairs.
• Carries out routine server and/or network maintenance tasks.
• Does setup and maintenance of backup systems for desktops and file servers.
• Engages with clients and may assist with software and hardware installation and break/fix function at moderate levels of complexity.
• Ensures the operational hardware and the associated software are installed on client sites, under the supervision and guidance of more senior colleagues.
• Tests installations and assist with fixing performance issues of installed software, escalating problems where applicable.
• Contributes to client engagement and the success of the team by working with the team to ensure a quality solution for the client.
• Proactively monitors the ITSM queues.
• Perform stock inventory and assets updates as part of stockroom/ warehouse management process.
• Accountable for quality and timelines of own deliverables, normally receiving little instruction on daily work with general instructions given on newly introduced assignments.
• Performs any other related task as required.

To thrive in this role, you need to have:

• Displays good interpersonal skills.
• Good verbal and written communication skills.
• Good problem-solving skills.
• Ability to take initiative and complete tasks on time within very little daily instruction.
• Ability to work as part of a team and communicate and work across different cultures and social groups.
• Ability to place the client at the forefront of all interactions, understanding their requirements and creating a positive client experience.
• Ability to adapt to different requirements/scenarios.
• Relevant Active Directory knowledge (moving of user/computers accounts between OUs/disabling computers).

Academic qualifications and certifications:

• High school diploma or equivalent qualification.
• Relevant vendor and product certification together with the required vocational training completed preferred.
• A+ certification is beneficial, but not crucial.

Required experience:

• 2+ years of experience in a similar position.
• Demonstrable related experience grained within a similar IT environment.
• Demonstrable related experience with the relevant operating systems on server platforms.
• Experience working in a banking environment is an advantage.