Field Support Engineer

Overview

In this role you will deliver on-site IT support in Canary Wharf, covering installation, configuration and troubleshooting of hardware, software and networking. You will work with multi-vendor systems, manage IT assets, and support video conferencing and AV tasks. You will collaborate with cross-functional teams to ensure smooth onboarding of new employees and rapid resolution of issues. The role offers exposure to enterprise IT operations and a chance to contribute to digital transformation initiatives within a global services environment.

Responsibilities

• Install, configure, maintain and repair IT hardware, software and networking products
• Diagnose hardware issues and manage asset replacement and deployment
• Own follow-up actions and escalate issues as needed
• Contribute to new service solutions and short projects
• Conduct video conferencing setup and dry-run tests
• Manage IT assets (tagging in/out) as they are deployed
• Ensure optimal user equipment setup and onsite testing for access to apps and solutions
• Handle hardware and application support queries for Field Services
• Maintain productivity during varying workload; multitask under pressure with professionalism
• Take ownership from issue to resolution and involve experts for rapid resolution
• Ensure accurate work requests with timestamps
• Develop understanding of IT operations and related applications and business processes
• Maintain knowledge of company guidelines, processes and procedures
• Build specialized knowledge of systems within the company profile

Key requirements

• Field services support experience with installation, configuration and maintenance of IT assets (laptops, desktops, peripherals)
• Troubleshooting and resolving on-site technical issues
• Knowledge of local area networking (hardware/software/protocols)
• Familiarity with incident management and service requests (DEPOT model)
• Proficiency with Microsoft Desktop OS in domain environments and related configurations
• Experience with Microsoft Office, Outlook; familiarity with major browsers
• Mac operating systems and devices configuration/troubleshooting
• ServiceNow ticketing experience
• Experience supporting Traders and Trading applications

• Multitasking and adaptability
• Patience and professionalism under pressure
• Strong ownership and accountability
• Desktop OS troubleshooting (Windows)
• Office applications and browser support
• Mac OS troubleshooting

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