The Field Service Engineer is responsible for providing onsite system diagnostic and analytical support to customers within Singapore, or assigned to a specific account, supporting the customer per the terms of the SLA (Service Level Agreement) with Infinity.
Specifically, the FSE responds to customers’ systems failures by way of computer hardware service, testing, diagnostic analysis, and systems analysis of hardware, storage area networks, and system configurations.
An FSE must be available to respond to customer issues 24/7 and service all equipment regardless of product training within the designated service area. They also must have a thorough and broad knowledge of system configuration and equipment compatibility requirements and limitations across various OEM product lines. The FSE has the skillset to review machine logs internal to the device.
As an FSE, you must be willing to participate in After Hours Support Team (if assigned) - providing first response to incoming customer service requests after normal business hours – or hours as assigned per customer contract. The customer support center may field and coordinate calls during scheduled and unscheduled hours.
What you’ll be doing:
Provides onsite technical customer support:
Ensures timely, professional, and effective response to customer service needs to maintain a high level of customer satisfaction.
Must be able to be scheduled for work on shifts occurring at any time of day.
Provides effective problem analysis and identification remotely before arrival at customer site; determines needed parts and documentation to minimize down time and multiple trips
Performs service in a cost effective manner.
Displays professional attitude and courtesy while on site.
Maintains effective communication with customer and our customer support center during repair process and any projected delay.
Analyzes software and hardware error logs, utilizes diagnostic and troubleshooting techniques and operating system analysis to ensure timely and effective repair.
Analyzes, diagnoses, troubleshoots and repairs hardware, storage area network and systems configuration and compatibility problems.
Utilizes multiple tools for remote system connection to perform remote diagnosis, repair or configuration changes.
Follows customer specific repair procedures.
Assesses current and future customer needs based on usage of the system.
What we’re looking for:
Minimum three (3) years specific experience working with OEM data center hardware
Successful Prior Field or Data Center Technician experience
Solid technical aptitude
Understanding of different OEM equipment with the ability to grasp new products/concepts
Ability to work long and/or unusual hours while maintaining effectiveness
Demonstrated experience providing Customer Service (may be internal to organization) and ability to put the Customer Needs first
Proven ability to work independently, while exhibiting leadership and collaboration, when working with others
Must possess a valid driver’s license and an appropriate driving record based on the position travel requirements.
Must be able to assume an on-call status position and respond based on service level agreements within assigned territory.
Must be able to maintain regular working hours assigned, if site specific assignment.
Must be able to lift 23 kilograms, stand and walk for extended periods of time, pull, lift, squat, reach, bend, and stoop to equipment, parts, and supplies. Again, this is an extremely active position that requires walking, standing, squatting, bending, and driving for over 50% of the workday.
Bonus Points:
Certification and other OEM computer hardware certifications from major vendors such as Dell, IBM, HP, etc. are helpful
Bachelors degree in related field (i.e. Computer Science, Engineering) or equivalent experience preferred
Education:
High School Degree required
Travel:
Must be able to travel to client sites up to 75% of the time within a predetermined territory radius (up to 4+ hours/one way by car).
