Team Lead - Senior Field Services Technician; Telecommunication

Purpose of the Role

A Field Service Engineer in the IT (Information Technology) industry is a professional responsible for providing on-site technical support and assistance to customers or clients. Their primary role is to ensure that computer systems, networks, hardware, software, and other IT-related equipment are functioning correctly and efficiently. At a senior or team lead level, this extends to guiding and coordinating a team of field engineers to deliver consistent, high-quality service across multiple sites.

Overall, the role requires a combination of advanced technical expertise, strong problem-solving skills, excellent communication abilities, and leadership to provide top-notch IT support while mentoring team members and optimizing field operations.

Key Responsibilities Hardware and Software Installation

• Install, configure, and troubleshoot computer hardware components, such as servers, workstations, routers, switches, and peripheral devices.
• Install and update software applications and operating systems.
• Oversee team installations for complex projects, ensuring adherence to standards and timelines.

Troubleshooting and Support

• Diagnose and resolve hardware and software issues.
• Identify and address technical problems that customers or end-users encounter and provide solutions.
• Provide technical support to customers on-site.
• Respond to service requests, answer technical questions, and assist users in resolving IT-related problems.
• Act as an escalation point for complex issues escalated from junior team members.

Network Support

• Set up and maintain computer networks, including LAN (Local Area Network) and WAN (Wide Area Network) configurations. Troubleshoot network connectivity issues and optimize network performance.
• Lead network deployment projects and guide team members in advanced troubleshooting.

Documentation

• Create and update network documentation, including network diagrams, configurations, and standard operating procedures (SOPs).
• Maintain accurate documentation with regards to site and network credentials.
• Ensure team compliance with documentation standards and conduct periodic reviews.

Collaboration and Leadership

• Work closely with other IT teams, including network architects, system administrators, and security professionals, to resolve complex network issues and implement network upgrades or changes.
• Lead and mentor a team of field service engineers and technicians: assign tasks, coordinate schedules, monitor performance, provide technical guidance, and conduct on-the-job training.
• Manage daily field service operations, prioritize ticket queues, allocate resources, and ensure timely resolution of service requests.
• Facilitate team meetings, track progress on field assignments, address challenges, and support professional development of team members.
• Act as a liaison between field team, management, and clients for escalated matters.

Emergency Response

• Be available for emergency calls and be prepared to respond quickly to critical system failures or network outages.
• Coordinate emergency response efforts across the team during major incidents.

Testing and QC

• Perform testing and quality assurance checks on IT systems to ensure they meet performance and security standards.
• Replace faulty hardware components and ensure that they are properly configured and integrated into the IT environment.
• Conduct quality reviews of team work and implement improvements to service delivery.

Travel

• Depending on the scope of the role, IT Field Service Engineers (including leads) may need to travel frequently to customer sites or branch offices, often coordinating team travel logistics.

Qualifications

• Minimum Grade 12 Qualification
• Diploma, Bachelor's Degree in Information Technology, Computer Science, Electrical/Electronic Engineering, or a related field will be advantageous
• Driver's License

Experience

• 5+ years’ experience in the office automation industry
• 5+ years of hands-on experience in IT support, field service, or technical roles.
• Proven experience with on-site hardware/software installation, network setup, troubleshooting, and customer-facing support.
• 2+ years of team lead or supervisory experience in field service, including…