IT Support Specialist

Role Overview

The Field Engineer (FE) will be responsible for supporting end-to-end IT asset operations, including warehouse coordination, device preparation, deliveries, collections, and reporting. The role requires timely communication, proper documentation, and strict adherence to service level agreements (SLAs).

* Key Responsibilities*

1. Warehouse & Asset Handling

* Receive incoming IT equipment at the warehouse when required

* Confirm total number of items received immediately upon delivery

* Take clear pictures of:

* Delivery documents

* Each asset (with visible serial number/service tag)

* Ensure all assets are stored properly in the designated warehouse area

* Maintain accurate tracking and documentation of all items

? 2. Device Verification & Imaging

* Power on devices to check for company's image/logo

* Share verification report via WhatsApp and email

If image is present:

* Mark device as ready for deployment

* Return to proper storage

If the Company's image is NOT present:

* Generate hash file as per instructions

* Share generated hash file promptly

3. Delivery Operations

* Receive delivery requests via email

* Contact end users to confirm availability and schedule delivery

* Pick up device(s) from warehouse

* Deliver device(s) to user location with delivery form

* Obtain proof of delivery (POD)

* Share POD immediately after delivery

4. Collection Operations

* Contact users to schedule pickup of old devices

* Collect devices and confirm completion

* Share update immediately after collection

* Follow instructions for:

* Secure wipe

* Diagnostics

* Share wipe and diagnostic reports

Service Level Agreements (SLA)

* Acknowledge new requests: Within 2 hours

* Schedule delivery/collection: Within 24 hours

* Delivery completion: Within 24–48 hours after scheduling

* Collection completion: Within 24–48 hours after scheduling

* Share POD / reports: Same day (within 2–4 hours)

* Hash file generation: Within 24 hours of request

* Wipe & diagnostic report: Within 24–48 hours after collection

Communication & Reporting

* Provide timely updates via WhatsApp and email

* Report any delays or issues immediately

* Maintain clear and professional communication with users and team

Requirements

* Basic IT knowledge (laptops, OS, troubleshooting)

* Ability to follow instructions and meet deadlines

* Strong communication and coordination skills

* Attention to detail for documentation and reporting

Performance Expectations

* Timely execution of deliveries and collections

* Accurate documentation and reporting

* Compliance with SLA timelines

* Professional conduct with end users and team

Requirements

Qualifications & Experience

• 2–4 years of experience in IT Support, Field Support, Desktop Support, or a related role.
  
• Strong hands-on experience with Windows, laptops, desktops and IT peripherals.
  
• Basic networking and troubleshooting knowledge.
  
• Experience with IT asset management and inventory reconciliation.
  
• Good communication, documentation, and customer-service skills.
  
• Ability to work independently and meet SLA requirements.
  
• Willingness to travel and provide onsite support.
  
• Relevant IT certification is an advantage.