Job Overview
We are looking for a Dispatch Field Support Engineer to provide on-site IT support at customer locations. The role involves troubleshooting, installation, maintenance, break-fix support, and coordination with remote support teams and external suppliers to ensure smooth operation of end-user IT devices and workplace technology.
Key Responsibilities
- Provide on-site IT support at customer locations for incidents and service requests that require physical intervention.
- Troubleshoot, diagnose, and resolve tickets requiring Field Support.
- Provide BMACD (Break/Fix, Move, Add, Change, Delete) and break-fix support for:
- Laptops and desktops
- Monitors
- Mice and keyboards
- Docking stations and other connected peripherals
- Install, administer, and maintain Windows computers used in production lines using the Windows image, excluding OT devices.
- Install, administer, and maintain video conferencing devices and projectors, working with suppliers where required.
- Install and support inkjet, laser, and matrix printers.
- Coordinate with Level 2 RDS and Service Desk teams for effective ticket resolution.
- Use the Known Error Database (KEDB) to perform workplace support activities and resolve recurring issues.
- Participate, on a best-effort basis, in audit, security, risk, and compliance activities for dedicated sites.
- Schedule device installations, software installations, and hardware activities with end users at their convenience to minimize disruption.
- Resolve end-user incidents on-site when they cannot be resolved through remote support.
- Resolve break-fix incidents through direct intervention or by requesting and coordinating technical services from OEM suppliers.
- Handle end-user service requests, including desktop and mobile-related requests, that require local interaction at supported sites.
- Support the following end-user devices:
- Desktops
- Laptops
- Mac devices
- Smartphones
- Tablets
- Printers
- Identify recurring incidents received by Field Support that could be resolved by remote support or service teams.
- Contribute to continuous service improvement by providing relevant Knowledge Base (KB) articles and supporting shift activities for remote support teams.
- Coordinate with supplier partners to resolve tickets at dispatch locations.
- Keep end users informed about the expected resolution time for active incidents.
- Collect IT hardware as part of the user resignation/offboarding process.
- Manage the procurement and availability of spare parts and stocks at respective sites.
Key Skills & Competencies
- 3-5 years of experience in IT Field Support, Desktop Support, or Onsite IT Support.
- Strong troubleshooting and problem-solving skills.
- Good knowledge of desktop, laptop, peripheral, and printer support.
- Experience with Windows installation, administration, and maintenance.
- Ability to provide hands-on/on-site technical support.
- Good coordination and communication skills.
- Ability to work with Level 2 support teams, Service Desk teams, OEMs, and suppliers.
- Customer-focused approach with the ability to minimize disruption to end users.
- Ability to manage multiple incidents and service requests effectively.
Language Requirements
- English-Professional
- German-Professional
Job Type:
Dispatch, on-site
Job Location:
Brunn am Gebirge, Austria
Note:No visa sponsorship will be provided and only shortlisted candidates will be notified.