Field Service Engineer

2 weeks ago

Singapore INFINITY CYBERSEC PTE. LTD. Full time

**Your Role**:
As a Field Service Engineer (FSE) at iCyber, you will deliver onsite technical support for IT systems, including networks, servers, storage, and helpdesk troubleshooting. You will play a vital role in diagnosing and resolving hardware and system issues while supporting customer environments in alignment with the Service Level Agreements (SLA) set by Infinity Cybersec. This hands-on role requires comprehensive knowledge of system configurations, equipment compatibility, and excellent customer service skills to maintain a high level of satisfaction.

The FSE must be available to respond to customer issues 24/7 and provide support for all equipment types, irrespective of product training. You’ll work both independently and collaboratively with a dynamic support team, resolving complex problems efficiently while maintaining a proactive approach to customer needs.

**Responsibilities**:
**Onsite Technical Support**:
Provide diagnostic and troubleshooting services for hardware, networks, storage, and system configurations. Use diagnostic tools and techniques to analyze error logs, identify issues, and perform system repairs.

**Customer Service**:
Ensure a timely and professional response to customer needs, maintaining effective communication throughout the troubleshooting and repair process. Build strong relationships with clients and deliver high-quality service that meets or exceeds customer expectations.

**Proactive Problem Solving**:
Assess current system usage to predict future needs, analyze and diagnose system issues remotely before arriving at the customer site, and ensure timely repairs with mínimal disruption.

**After-Hours Support**:
Be available for 24/7 customer support, including participating in After Hours Support Teams as assigned. You will also handle emergency service calls to minimize customer downtime and ensure effective resolution.

**Service Documentation**:
Follow customer-specific repair procedures, document system configurations, and create reports on system performance to improve future responses.

**What You’ll Need**:
Minimum 3 years of experience working with OEM data center hardware

Proven field or data center technician experience with solid technical aptitude

Experience supporting and troubleshooting networks, servers, and storage systems

Understanding of OEM equipment, including Dell, IBM, HP, etc.

Ability to work long and/or unusual hours while maintaining effectiveness

Strong customer service mindset with a focus on delivering solutions

Ability to work independently and collaborate with cross-functional teams

Valid driver’s license with the ability to travel up to 75% of the time

**Bonus Points**:
Certifications in Dell, IBM, HP, or other OEM hardware

Bachelor’s degree in a related field (e.g., Computer Science or Engineering)

**Education**:
High School Diploma (required)

**Travel**:
Must be able to travel to client sites up to 75% of the time, within a predetermined territory radius.

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