Onsite Field Support

Responsibilities
• This role is a hybrid role providing Team Lead responsibilities for a large onsite support team and will provide day-to-day onsite technical support for end user hardware and software issues at educational institutions across the UAE.
• You will be responsible for providing routine, technical support and maintenance for desktops, laptops, peripherals, telecom, and network systems including hardware, application software, operating systems, and connectivity.
• Your responsibilities will include troubleshooting hardware and software issues and document resolution and support as needed in addition to installing, configuring, and updating end-user desktop and laptop software with support as needed.
• You will also ensure that the Service Desk and or end user is provided with regular progress updates until resolution is confirmed.
• The Team Lead functions Lead include planning, organizing, and day-to-day supervision of team members, assigning tasks, checking work at frequent intervals, and maintaining schedules. You will also exercise independent judgment in the distribution of work where applicable.
• Team supervision
• Team task assignment, regular quality checks on work done, maintaining schedules, planning and organizing work activities
• Provide support and assistance for all the Onsite Field Service Support Engineers activities
• Ensures that all tickets are handled in line with the SLA’s
• Monitor Onsite Field Service Support Engineer ticket queues
• Escalate to the management for any dependencies or recurring issues
• Provide Onsite Field Service Support Engineers with technical support and/or liaise with the L3 team as appropriate
• Provides technical training for their team to ensure they have the relevant skills to resolve all relevant issues
• Receipt of user requests / incidents escalated by the ServiceDesk / end user