Field Support Engineer

About the Role

We are seeking a highly skilled and experienced Field Support Engineer to deliver exceptional onsite IT support across our diverse operational environments, including industrial yards, shipyard facilities, and corporate offices. This critical role ensures the seamless operation of IT services, maintains business continuity, and upholds stringent Service Level Agreements (SLAs) within a fast-paced maritime setting. The ideal candidate will combine technical expertise with a proactive approach to problem-solving, ensuring minimal downtime and maximum operational efficiency for our mission-critical systems.

Key Responsibilities

The Field Support Engineer will be responsible for the following core functions:

• Onsite IT Support: Provide immediate, hands-on technical assistance for end-user devices, operating systems, collaboration platforms, and communication systems across all IMI facilities, including shipyards and fabrication plants.
• Infrastructure Maintenance: Deliver expert support for hardware, software, network, and connectivity issues, with a focus on reliability and performance in demanding industrial environments.
• 24x7 Support Coverage: Ensure continuous availability of IT services by participating in on-call rotations and providing critical incident response during off-hours, weekends, and holidays.
• Incident and Service Management: Manage and resolve incidents and service requests using approved ITSM platforms, such as ServiceNow or Remedy, while coordinating escalations to Level 2/Level 3 support teams and external vendors as needed.
• System Deployment and Maintenance: Execute asset imaging, deployment, patching, lifecycle management, and routine maintenance to maintain optimal system performance and security.
• Documentation and Compliance: Maintain precise records of assets, incidents, and service requests, ensuring full compliance with IT governance, cybersecurity standards, and audit requirements while delivering outstanding customer service.

Required Skills and Experience

To excel in this role, candidates must possess the following technical and professional competencies:

• Industrial IT Infrastructure Expertise: Proven experience supporting complex systems, including Server Racks, Network Cabinets, CDSU, PAGA Systems, TETRA Servers, TETRA UPS, KVM Switches, Data & Voice Systems, Hotlines, and Satellite Communication Systems.
• Industrial Environment Experience: Hands-on familiarity with large-scale IT infrastructure and communication systems in industrial, shipyard, manufacturing, or offshore settings.
• Technical Proficiency: Strong knowledge of end-user computing, Microsoft technologies, collaboration platforms, and communication systems, with the ability to troubleshoot and resolve issues efficiently.
• ITSM and ITIL Alignment: Experience with ITSM tools such as ServiceNow or Remedy, along with a solid understanding of Incident, Problem, and Change Management processes in accordance with ITIL best practices.
• Operational Resilience: Ability to thrive in a 24x7 operational support environment, demonstrating adaptability, resilience, and a commitment to maintaining high service standards under pressure.
• Communication and Stakeholder Management: Excellent verbal and written communication skills, with the ability to liaise effectively with technical and non-technical stakeholders to ensure clear and timely resolution of issues.

Qualifications

Applicants should meet the following educational and professional criteria:

• A Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
• Minimum of five years of experience in Field Support, End User Support, or IT Infrastructure Support roles.
• Prior experience in industrial, maritime, manufacturing, oil & gas, or similar operational environments is highly advantageous.
• ITIL Foundation certification is preferred, with additional value placed on Microsoft, Cisco, or infrastructure-related certifications.