Field Support Engineer Supervisor

Founded in 1985, Electronic Business Solutions Limited (EBS), is a leading IT company dedicated to provide integrated, tailored and comprehensive IT services and solutions to various clients, notably from the Government, education institutions and business sectors etc.
 

We are navigating a rapid expansion, and seeking for all-rounded, enthusiastic and skillful talents, to join us as the Field Support Engineer Supervisor.

Benefit Highlights:

• 5-day work week;
• 16 - 18 days annual leave entitlement;
• Birthday leave;
• Competitive Remuneration Package;
• Comprehensive medical insurance plan;
• Fruitful journey in IT industry with great career exposure;
• Work-life balance;
• Stable, positive and supportive working environment.

Job Description

We are seeking a highly skilled and motivated Field Support Engineer Supervisor to lead a team of 3 field support engineers. The ideal candidate will have a strong technical background in troubleshooting and resolving both hardware and software issues related to PCs, printers, and other IT equipment. With 3 to 5 years of hands-on experience, the supervisor will ensure the team delivers exceptional on-site technical support to our clients while maintaining high standards of service quality and efficiency.

Key Responsibilities

1. Team Leadership:

- Supervise, mentor, and guide a team of 3 field support engineers.

- Assign tasks, manage workloads, and ensure timely resolution of client issues.

- Conduct regular performance reviews and provide constructive feedback.

2. Technical Support:

- Diagnose and resolve hardware and software issues for PCs, printers, and related peripherals.

- Install, configure, and maintain IT equipment and software applications.

- Provide on-site and remote support to clients as needed.

3. Client Relationship Management:

- Act as the primary point of contact for escalated technical issues.

- Ensure client satisfaction by delivering prompt and effective solutions.

- Build and maintain strong relationships with clients through clear communication and professionalism.

4. Operational Efficiency:

- Develop and implement best practices for field support operations.

- Monitor team performance metrics and ensure adherence to service level agreements (SLAs).

- Maintain accurate records of service requests, resolutions, and inventory.

5. Training and Development:

- Identify training needs and organize skill development sessions for the team.

- Stay updated on the latest technologies and tools to enhance team capabilities.

Qualifications

- Bachelor’s degree in Computer Science, Information Technology, or a related field.

- 3-5 years of experience in IT support, with a focus on hardware and software troubleshooting.

- Proven experience in managing or supervising a technical team.

- Strong knowledge of PC and printer hardware, operating systems, and software applications.

- Excellent problem-solving skills and the ability to work under pressure.

- Outstanding communication and interpersonal skills.

- Willingness to travel to client sites as needed.

Preferred Skills

- Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent.

- Experience with network troubleshooting and basic IT infrastructure.

- Familiarity with ticketing systems and remote support tools.