Overview:
A Field Support Engineer is required to provide 1st and 2nd level support to all Infor Professionals.
Support will be provided via telephone, email and direct interaction with end users.
This support will include remote assessment and resolution of problems, proper routing and escalation of problems within the IT organization and in general a contribution to the successful use of Information Technology at the Company. Key Responsibilities:
• Assisting the Middle East Field Service team to deliver a world class service to all internal customers reporting to the Field Services Team Leader based in France
• Assisting staff in all Middle East offices as well as EMEA South, home offices, hotels etc
• Travelling to other sites as directed / required to fulfill support agreements
• Keeping the Team Leader appraised of all work being undertaken
• Perform hardware/software installation and maintenance including upgrades and patch installs
• Evaluation, installation, troubleshooting of network, email and virus issues
• Build of PC’s, monitors, attach peripherals, configure hardware and run diagnostics
• Use of the Corporate Asset Management system
• Help Desk call handling, assignment and monitoring. Ensuring calls are updated and resolved in a timely manner.
• Troubleshoot hardware/software and perform necessary repairs
• Handle special projects with no degradation of ongoing assignments and responsibilities
• Perform basic telephony tasks such as patching
• Managing calls on behalf of customers with external suppliers
• Weekend/evening work may be required from time to time
• Evaluation and troubleshooting of Multi Function Copiers/Printers/Scanners Essential Skills Required:
• Outstanding customer service skills
• Ability to work independently while still adhering to Field Support Team processes and procedures
• Ability to learn and document new and existing internal and external applications
• Excellent written, verbal and telephone communication abilities
• Experience of managing and using backup tape devices
• Strong interpersonal skills – must be able to interact with personnel in multiple business roles at multiple levels
• Self motivation and initiative
• Basic understanding of network topologies
• Expert understanding of desktop operating systems
• Technical knowledge of Microsoft Office applications
• Thorough knowledge of Outlook
• Problem solving and analytical skills
• Ability to prioritize workload and complete tasks within an agreed timescale
• Knowledge of remote access software
• Knowledge of TCP/IP and communications is required
• Knowledge of Norton Ghost is essential
• Working Knowledge of Cisco VPN Client
• Some knowledge of Active Directory and Windows Server 2003/2012 would be advantageous
• Knowledge of Mitel telephone systems would be preferred The successful candidate will be a highly professional individual with outstanding customer service skills. You must be a good team player with a flexible attitude. You must be able to work independently while being flexible enough to respond to rapidly changing priorities. An MCSE qualification is desirable. The information above is not complete and may change once joining Infor in future but this is a guide of the overall roll. Please find further information here: http://www.infor.com/ We offer a competitive package to our finalist as well as a stimulating environment that allows real growth opportunities. We have a fast-paced, performance-driven culture that rewards results and offers opportunities to talented individuals throughout our global organization. If you recognize yourself in this description and are interested in joining us to build the future of our company, please apply and send your CV.
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