Perform onsite installation, maintenance, and repairs of IT equipment (PCs, printers, LAN/WAN hardware) in accordance with industry best practices.
Act as the Single Point of Contact (SPOC) when required, coordinating with internal resolver groups and the Service Desk to resolve incidents within prescribed SLAs.
Conduct hardware/software testing and coordinate local acceptance testing with customers and third-party vendors.
Execute preventive maintenance schedules according to manufacturer specifications.
Troubleshoot high-level LAN/WAN protocols and configure network equipment (Cisco, etc.).
Perform site surveys for new customer premises to prepare for product and service installations.
Support and troubleshoot Ethernet networks and various WAN technologies (DSL, Leased Lines, IP VPN, etc.).
Assist in managing the field services team, improving working processes, and coaching co-workers on operational issues.
Prioritize day-to-day tasks and ensure the team adheres to country-level policies and procedures.
Manage local suppliers and report on service performance to regional management.
Manage the replacement of faulty equipment and ensure the timely replenishment of spares according to sparing policies.
Initiate the timely return of faulty customer equipment to ensure the shortest possible repair cycle.
Ensure all field service data is accurately recorded in the Service Hub for all assigned Incidents and Change Orders.
Maintain accurate daily logs (AVMA Daily Diary) and provide monthly performance reports on workshop activities.
Escalate all observed operational problems to the appropriate points of contact.
Contribute to the promotion of Antaes services on top of assistance provided to clients
Job Requirements:
Minimum Degree level qualification in Computer Science, Electronic Engineering or equivalent in country IT qualification.
CompTIA Network or CompTIA Server+ certification
Preferred knowledge of ITIL and Service Management practices.
Understanding and the ability to install and configure servers and workstations (Microsoft/Unix/Thin Clients) including operating system software to component level.
Proficiency in Microsoft Office products and end-user application configuration.
Strong knowledge of LAN protocols and Cisco LAN/WAN equipment.
Understanding of WAN infrastructures and data communications technologies such as DSL, ISDN, Leased Lines, IP VPN, Frame Relay, ATM.
Understanding of VSAT (required for specific regions)
