ROLE AND RESPONSIBILITIES
The Field Technician will provide field operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs). You will ensure the correct functioning and maintenance of all internal and external customer IT equipment and services.

What we need your help with:
• Perform onsite interventions as a result of a Service Desk request as soon as possible, and within the terms of the customer contract and SLAs.
• When required, act as the customer SPOC and co-ordinate the scheduling of the onsite intervention with Customer\'s, internal resolver groups, and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
• Carry out local repairs of faulty equipment and services to the highest standards and co-ordinate the resolution with the appropriate resolver group.
• Ensure shortest possible repair cycle by initiating the timely return of faulty CLIENT and Customer equipment according to the customer maintenance contract and SLAs and monitoring closely the replacement of faulty items and spares.
• Manage the replacement of faulty equipment through the use of spares and ensuring the timely replenishment the spare according to prescribed availability and sparing policy.
• Carry out site surveys for new customer premises for preparation for new product and services installation under the guidance of senior team members.
• Adhere to installation guidelines and industry best practices to deliver quality Field Operations.
• Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with the Field Operations guidelines and instructions where provided.
• Reporting and escalating all observed problems to proper client operational escalation points.
• Carry out preventive maintenance of equipment in accordance with agreed schedules and to manufacturer specifications.
• Complete AVMA Daily Diary accurately and on time.
• Ensure that all the required Field Service data is provided and recorded in the correct fields in the Client Service Hub record for all assigned Incidents & Change Orders.
• Report on the monthly performance of the workshop and provide feedback to the Global Operations regional management teams.
• Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with Customers and 3rd parties.
• Manage local suppliers in the provision of services for the Client’s Field Operations centre and report on services provided to management.