IT Engineer (Onsite / On-call / Dispatch)

Mô tả Công việc
Role Summary:
The IT Engineer will be responsible for delivering IT support services across multiple clients under different engagement models, including Onsite Resident Engineer, On-call/Dispatch Support, and AMC-based services.
Key Responsibilities:
Onsite Support (Resident Engineer)
Provide daily onsite IT support at assigned customer locations
Act as the first point of contact (L1/L2) for IT-related issues
Ensure SLA compliance and customer satisfaction
Maintain service logs, tickets, and documentation
Perform user support, troubleshooting, and system maintenance
Coordinate with internal teams for escalation
On-call / Dispatch Support
Respond to service requests and incidents via dispatch or ticketing system
Travel to customer sites for on-demand support
Provide remote or onsite troubleshooting within SLA
Submit service reports and closure documentation
Track time, activities, and parts used
Technical Responsibilities
Install, configure, and support end-user devices
Support Windows and macOS environments
Perform hardware diagnostics and repair
Conduct preventive maintenance
Support basic network connectivity
Assist in IT infrastructure setup and projects
Service Operations & Compliance
Follow service processes, SLA, and reporting standards
Maintain accurate service logs and timesheets
Ensure compliance with customer policies
Provide clear communication to clients
Additional Responsibilities
Support AMC contracts and maintenance visits
Participate in standby / after-hours support if required
Perform other IT-related tasks assigned