Field Engineer

Job Description : 1. Job Title Field Engineer 2.Department APAC Field Services 3.Location Vietnam 4.Work Model Office and Onsite 5.Reports to Manager 6.Direct reports 0 7. Level Helps with the hierarchy 8. Role Summary / Job Purpose Provide advanced on-site and remote IT support for desktops, laptops, servers, storage, networking equipment, and Cisco routers.

Responsible for troubleshooting, maintenance, hardware replacement, infrastructure deployments, rack-and-stack activities, and system upgrades to ensure optimal performance and minimal downtime. Also supports technical guidance and mentoring of junior engineers. 9. Key Responsibilities End-User & Desktop Support Provide advanced technical support for desktops, laptops, peripherals, and end-user devices.

Diagnose, troubleshoot, and resolve complex hardware and software issues. Perform operating system installations, upgrades, and software configurations. Execute hardware replacements and upgrades, including RAM, storage drives, motherboards, and related components. Server Administration & Maintenance Perform preventive maintenance and upgrades on enterprise server environments.

Replace and configure critical server components such as HDDs, PSUs, DIMMs, and cache modules. Monitor server performance and implement corrective actions to ensure maximum uptime. Troubleshoot server hardware and software issues to minimize operational disruptions. Storage & Backup Management Support and maintain SAN and NAS storage infrastructures. Conduct capacity planning, optimization, and performance tuning activities.

Replace defective storage components and validate system functionality after maintenance. Ensure storage systems meet performance and availability requirements. Network Infrastructure Support Configure, monitor, and troubleshoot network devices including switches, routers, and wireless access points. Maintain network connectivity, availability, and security across supported environments.

Implement and support firewall policies, VLAN configurations, and network security standards. Cisco Network Support Configure, maintain, and troubleshoot Cisco routing and switching infrastructure. Diagnose routing, connectivity, and performance-related issues. Perform firmware upgrades, security patching, and configuration backup management. Rack & Stack Operations Lead server and network equipment installation, cabling, and rack deployments.

Ensure proper cable management, labeling, and adherence to industry standards. Conduct site surveys, physical inspections, and infrastructure audits. Documentation & Reporting Maintain accurate documentation of hardware configurations, change records, and technical procedures. Prepare incident reports, service activity reports, and resolution documentation.

Manage and update asset inventory records in coordination with IT Asset Management teams. Mentoring & Customer Support Provide guidance and technical support to junior engineers and field technicians. Deliver user training and technical assistance when required. Communicate effectively with customers, stakeholders, and internal teams to ensure service excellence and customer satisfaction.

Incident & Escalation Management Act as the final escalation point for unresolved field support issues. Participate in on-call support rotations and respond to critical incidents. Conduct post-incident reviews and recommend process improvements to enhance service delivery. 10. Required Skills 3+ years of experience in IT Field Support, including senior-level technical roles.

Strong expertise in troubleshooting complex IT infrastructure issues. Hands-on experience with server, network, and storage technologies, particularly Cisco and Dell/HP environments. Excellent communication, analytical, and problem-solving skills. Ability to work independently, manage multiple priorities, and lead technical activities. Physically capable of working in data center environments and handling IT equipment.

Valid driving license and willingness to travel to client sites as required. 11. Tools / Systems / Technical Knowledge ServiceNow / Jira Windows 10/11 & Windows Server Dell / HPE Servers & Hardware Cisco Routers & Switches VMware vSphere / ESXi SAN / NAS & RAID TCP/IP, VLAN, DHCP & DNS PuTTY / Wireshark Rack & Stack / Data Centre Support Hardware Troubleshooting & Break/Fix IT Infrastructure Monitoring & Troubleshooting 12.

Decision-Making Authority Independent resolution of L2/L3 incidents and on-site technical decisions 13. Problem-Solving Complexity Complex technical troubleshooting with minimal supervision 14. Stakeholder Management / Influence Client-facing role involving end users, customers, and internal IT teams 15. Education & Certification Requirements Bachelor’s degree/Diploma in IT, Computer Science, or related field. 3+ years of experience in IT Field Support / Infrastructure Support.

CompTIA A+, Network+, or equivalent certifications preferred. Cisco CCNA/CCNP certification preferred. Microsoft, VMware, or relevant infrastructure certifications are an advantage. 16. Experience Requirements 3+ years in IT Field Support with server, network, and storage exposure