The Field Support Engineer position at Brilliant Computers Citadel and Information Technology is crucial for ensuring effective operational support for the Customer’s IBVMS application and associated technologies. This role serves as a vital link between customers and the company, providing essential technical expertise across various platforms. In the initial months, you will engage in hands-on troubleshooting, maintenance, and support tasks, allowing you to develop a deep understanding of the operational landscape and customer needs. As you settle in, you will tackle real-time incidents and assist in deploying critical systems that enhance customer experiences.
Key Responsibilities
Act as the primary site-level operational contact, facilitating seamless communication between the Customer and BCCIT to address technical issues swiftly and effectively.
Monitor and support the IBVMS application by managing incident triage, gathering logs, performing diagnostics, and implementing approved workarounds to minimize downtime.
Troubleshoot a variety of issues related to applications, operating systems (both Windows and Linux), servers, network configurations, and connectivity to ensure optimal performance.
Provide ongoing support for both physical and virtual servers, including executing health checks, performing authorized restarts, and facilitating recovery activities as needed.
Manage backup jobs and conduct thorough investigations on failures while ensuring restoration-readiness checks are completed to protect customer data.
Deliver onsite technical support for systems such as eGates, kiosks, biometric devices, and UPS systems, ensuring they operate within established parameters.
Perform routine preventive maintenance, equipment inspections, and operational testing to maintain system integrity and performance levels.
Investigate incidents thoroughly, collect technical evidence, and maintain accurate updates on ticketing systems to track issue resolution progress.
Escalate unresolved technical issues to Level 3 teams, original equipment manufacturers (OEMs), or other specialists to ensure timely resolution.
Participate in the testing and production release processes, ensuring all pre-checks, deployments, rollback readiness, and post-deployment validations are conducted meticulously.
Document test scenarios, results, defects, and supporting evidence to facilitate continuous improvement and knowledge sharing.
Prepare comprehensive technical reports, handover notes, and maintenance records, contributing to the organization’s documentation practices.
Provide operational training and knowledge transfer sessions to designated customer personnel, enhancing their understanding and capabilities regarding the systems in use.
Ensure compliance with service level agreements (SLAs), security protocols, safety procedures, access controls, and change-management processes.
Requirements & Qualifications
A degree or equivalent qualification in Information Technology, Computer Science, Engineering, or a related field is required to ensure a solid foundational knowledge for the role.
At least three years of relevant experience in application, infrastructure, network, or field support roles, demonstrating a proven track record of technical expertise.
Practical experience with both Windows and Linux operating systems is essential for troubleshooting and operational support.
Strong understanding of IBVMS applications and the ability to conduct application troubleshooting effectively is critical for success in this position.
Experience with network support and familiarity with eGates, kiosks, and biometric systems will enhance your capability to deliver comprehensive field support.
Excellent log analysis and technical diagnosis skills are necessary for identifying and resolving issues efficiently.
Familiarity with release deployment processes and rollback procedures will be advantageous in maintaining system integrity during updates.
What You’ll Gain
Hands-on experience in a dynamic technical environment, enhancing your problem-solving skills and technical know-how.
Opportunities to work on cutting-edge technology solutions that are essential for modern operational infrastructure.
Development of a robust professional network within the IT support community, opening doors for future career advancements.
Enhanced documentation and reporting skills, valuable for any future technical or managerial roles you may pursue.
Increased marketability in the IT field through the acquisition of diverse technical skills, making you a well-rounded candidate for future opportunities.
How to Apply
If you are interested in this exciting opportunity, please submit your application through the following link: Apply here.
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