Desk Side Support Field Engineer
OuluCompetitive0 applicants
About this role
Overview
NSC Global is looking for Level 1 Field Service Technicians to deliver on site technical support for customer systems.
The role covers on site hardware troubleshooting, repair and replacement, diagnostics, service call updates, parts handling and customer communication, in line with agreed service levels and established field service procedures. Technicians attend customer locations, validate reported faults, complete the intervention and provide accurate updates throughout.
The position requires sound technical troubleshooting ability, professional communication, close adherence to process and the ability to work to deadlines driven by service level agreements.
Responsibilities
- Attend customer sites within agreed service windows and complete each intervention to the required standard.
- Perform on site troubleshooting, diagnostics, hardware repair and component replacement across desktops, laptops and related client hardware.
- Validate warranty status, asset identification and diagnostic findings before completing any repair.
- Apply approved diagnostic tools and methods, including built in diagnostics, LED fault codes and structured logical troubleshooting.
- Confirm receipt of service calls, manage estimated arrival updates and maintain accurate records in the required systems, with arrival updates within 15 minutes and closure within 30 minutes of service completion.
- Generate electronic service reports through the designated field service platform and obtain customer sign off following each intervention.
- Reinstall BIOS, drivers and operating systems where instructed and where approved recovery media is available.
- Troubleshoot hardware related networking faults falling within the scope of the service call.
- Order additional parts through the approved process, following completion of documented troubleshooting.
- Collect, manage, package, label and return defective or unused parts within the required process and timescales.
- Keep customers informed throughout th