OverviewReporting to the Senior Manager, IT Infrastructure & Operations, the Field Tech is responsible to participate in the management and maintaining of voice, desktop & data network system administration services to users and IT department in the areas of voice, desktop and data telecommunications systems as assigned. This includes participating in the planning, installation and maintenance and system management coordination activities to ensure system availability and efficient operating environment and settings. Assists users & operations personnel in the efficient use of assigned systems (Phones, Voice recording modules, Messaging systems, Faxes, System advanced features and office peripherals, applications where applicable) software and in troubleshooting systems software and hardware problems. Directly participates and assists in the evaluation of new or amended voice system functions, as assigned. Acts as a single-point-of-contact for all users. Records, diagnoses, solves, queues to 2nd-level and tracks all incidents and service requests in a service management tool.ResponsibilitiesGeneral Duties:

• On-Site Support: Traveling to M42 asset locations to provide hands-on assistance and technical support to caregivers/contractors.
• Technical Troubleshooting: Diagnosing and resolving technical issues with the end-user devices and their peripherals such as printers, card readers, IPTV, telephones, kiosks, etc., basic clinical/business applications support and Biomed devices.
• Installation and Setup: Installing, configuring, and setting up hardware and software as required.
• Maintenance: Performing routine maintenance, repairs, and updates to ensure optimal performance of end-user devices.
• Customer Interaction: Communicating effectively with customers to understand their needs, provide solutions, and offer guidance.
• Documentation: Maintaining accurate records of service calls, repairs, and support provided. And also maintain the UpToDate inventory and store room management.
• User Training: Providing basic training to end-users on using IT equipment and basic application effectively.
• Quality Assurance: Ensuring the quality of service and adherence to company standards. Manage working with and delivering on strict SLAs
• Reporting: Providing regular reports on field activities, issues encountered, and solutions implemented.
• Project Support: Ad hoc support for the project teams and department movements.
• Network Support: Assisting with network-related problems, including connectivity issues, Wi-Fi setup, and basic network configurations.
• Security Compliance: Ensuring that all IT equipment and systems comply with the IT Security policies and guidelines.
• Collaboration: Collaborating with the L2 and L3 tam to escalate and resolve complex technical issues in coordination with managed services team and other vendors for IT Operations services

QualificationsEducation

• Bachelor's degree or Diploma with relevant major in IT

Experience

• Minimum 3 years\' experience with user support in a multi system environment
• DR, clustering and high-availability tools experience

Skills

• General knowledge of IT infrastracture and Technology solutions

National Reference Laboratory