Desk Side Support Field Engineer

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 the intervention, including next steps, repeat visits and parts requirements.
• Escalate unusual incidents immediately, including customer dissatisfaction, damage, missing equipment, unsafe environments or any issue affecting service delivery.
• Comply with all electrostatic discharge, safety and documented procedural requirements, and display the required identification while on customer sites.
• Report process deviations and quality issues, and contribute to continuous improvement.

Qualifications

• Experience in Level 1 technical support, field service, desktop support, break/fix support or a comparable customer facing IT support role.
• Sound understanding of PC, laptop and client hardware components.
• Working knowledge of operating systems, BIOS, drivers, hardware fault isolation and basic networking principles.
• Ability to follow structured diagnostic processes and document troubleshooting steps accurately.
• Confident communication skills, including the ability to explain technical issues clearly to non technical customers.
• Ability to work independently at customer sites while observing agreed process, safety and escalation procedures.
• Strong time management across appointments, travel and service level expectations.
• High attention to detail in ticket updates, notes, parts handling and service reporting.
• Fluent written and spoken knowledge of the local language of the assigned territory, sufficient for direct customer contact on site.
• Proficient written and spoken English, sufficient for technical documentation, service reporting and communication with the wider support organisation.
• A valid driving licence and access to a personal vehicle for travel to customer locations.
• CompTIA A+ certification is desirable, particularly for technicians new to this area of client hardware support.

Tools and equipment

• Smartphone or tablet compatible with the required field service applications.
• Reliable internet connectivity suitable for field service updates and application use.
• Access to an electrostatic discharge kit and standard computer repair tools.
• Bootable USB key and the tools required for system disassembly and component replacement.
• Own vehicle available for daily travel between customer sites, with secure storage for tools and parts.

Compliance and security

• Successful completion of all required criminal background checks prior to attending any customer site.
• Authorisation to work in the assigned territory in accordance with applicable law.
• Completion of all required authorisations and product, security, privacy and process training before performing service calls, and maintenance of that authorisation thereafter. Training is provided.
• Compliance with customer site access, security, privacy, safety and conduct requirements, and with all policies relating to confidential information, customer data and incident escalation.
• Technicians must be free of drugs and alcohol when performing service activity.