Field Support Engineer at Coollink.ng

Job Purpose

• The Field Support Engineer will be responsible for the scoping, deployment and support of an Office 365 environment for Coollink’s clientele.
• The position involves proper documentation of activities such as trainings, change management amongst others

Responsibilities
Pre-Sales Meetings:

• Meet with prospective/existing customers for new projects/implementations built around Office 365
• Prepare BOM (bill of materials)for the Sales Team from which their quotes to the end user is based on.
• Assist the Sales team in preparing bid documents for prospective clients

Deployment of Office 365 suites:

• Conduct pre-deployment surveys and planning for implementation
• Deploy/Implement Office 365 solutions to end users
• Supervise and manage licenses on behalf of the end users
• Work with other Stakeholders to ensure that deployment is seamless and manage OEM partners were necessary

Provide 2nd level support for Office 365 clients:

• Review trouble tickets to ensure that tickets are properly classified and the required 1st level troubleshooting has been carried out successfully
• Resolve end user issues and update trouble tickets

IT Managed Services:

• Administer LAN users on the network and resolve all issues that are IT related in the client’s office environment and remote locations
• Ensure IT equipment have the latest firmware and upgrade when required
• Ensure all printers, Wi-Fi access points, video conferencing equipment etc. are working properly and resolve issues reported

Documentation:

• Ensure that proper documentation of IT assets in a client’s environment are kept and up to date
• Track and create a weekly report showing incident frequencies
• Recommend ways to manage scarce frequencies in the most efficient manner

Reporting:

• This is a mid to junior level role with reporting line to the Field Support Coordinator

Education and Experience

• A minimum of HND or B.Sc in Computer/Electrical Engineering or Computer Science
• A good understanding of Windows operating systems [Windows 10, Windows Server 2008 etc.]
• Prior experience as a System Administrator in an Active Directory environment.
• A good knowledge of Active Directory and Exchange
• Certifications in Microsoft System Administration/Office 365 will be an advantage

Key Competencies:

• Ability to identify and resolve hardware related issues involving laptops, desktops and network printers
• A very good understanding of the Office 365 portfolio including Teams, Azure, Share point etc
• A good understanding of computer networks
• Good written and oral communications skills. Should be able to present his/herself in a clear and understandable manner.
• People management skills is necessary
• Formal presentation skills
• Problem analysis and problem-solving.