Technical Field Engineer Team lead

Purpose of Role
The Field Service Engineer performs on-site break-fix and IMAC activities associated with
installing, maintaining and servicing computer-related products at customer sites covering 7x24
hours by using standard methods, techniques and tools applicable to the area in which they are
working. Equipment support includes Servers, Storage and SAN Switches, Laptops/Desktops,
Network, WAN Optimization equipment, etc.

Technical Field Engineer Team lead will also be responsible to manage a team of engineers.

Scopes and Responsibilities

 Provides hardware break fix service and support for Servers, Storage, Networks, desktops,
hand held devices and laptops.

 Installs and configure Servers, Storage, Networks, PCs/laptops and peripherals.

 Install and setup OS and peripherals application.

 Successful roll-out of projects.

 Performs installs, moves, adds and changes as required.

 Provides follow-up on problems or escalation.

 Manage a team of Field engineers.

 Provide training to his/her team.

 Act as a single point of contact to answer any technical questions from the engineers on
the field (Technical helpdesk for Engineers)

 Manage day to day operations to meet client requirements

 Help to translate process/training documents from English to Japanese and vice versa.

 Maintains a high degree of professionalism in actions and demeanor.

 Ensures customer satisfaction throughout the service delivery transaction.

 Helps team members and act as backup, if needed.

 The responsibilities may change per business requirements and the candidate should be
willing to adapt to the changes and processes.

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Experience, Knowledge and Qualifications
 Diploma or Degree in electronics or computer engineering with over (8) years of computer
hardware break fix service experience for Enterprise Server and Storage products,
desktops and laptops, experience in IT Technical support and project delivery for a range
of projects including: office installations, office relocations, infrastructure installations, and
upgrades

 Extensive experience managing vendors, resources, timelines, and budgets.

 Extensive experience supporting and building relationships with a range of clients &
strong customer support experience.
 Has more than 5 years of project/team leadership experience.
 Has strong experience working as working as part of a team and also working
individually.

 Willingness to work Overtime after hour/Sat/Sun/public holidays and 7x24 standby duty

 Willingness and ability to work in changing shifts on a regular basis and availability to work
outside of 9am-9pm window

 Highly experienced in enterprise system/hardware troubleshooting and problem resolution.

Which include multi-vendor hardware support for servers and storage device.

 High experience in hardware break fix servicing for storage devices such as DELL/EMC
and NetApp is a prerequisite.

 Willingness to support all Unisys accounts including Laptop, desktops, servers and all
relevant technologies irrespective of the accounts.

 Knowledge and experience in supporting Microsoft OS, VMware, Linux, UNIX, etc is a
prerequisite

 Highly Experienced with Enterprise Backup application/s

 Relevant technical certification such as MCSE, VMware, Comptia or Linux is preferred.

 Excellent analytical and client communication skills.

 Ability to achieve set calls per day target for self and the team.

 Willingness to travel to client locations as required which may be every day, with in
assigned city and outside the assigned city is a must.

 Ability to communicate (Read/Write/talk) in English & Japanese is a must.

 Strong excel and reporting capabilities.

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