Hexaware Technologies
Deskside Support
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Field Service Officer (FSO)
The Field Service Officer (FSO) is a hands-on IT support specialist, responsible for onsite and remote Level 2 support across end-user devices, network infrastructure, server rooms, AV/conference rooms, labs, and print environments. The FSO ensures seamless IT operations, asset accuracy, and high-quality end-user experiences, operating under Global IT direction.
Role Overview
The Field Service Officer (FSO) delivers comprehensive onsite and remote Level 2 IT support for end-user computing, network infrastructure, server rooms, conference room AV, laboratory environments, and print services. Acting as the primary technical resource at client sites, the FSO executes deployments, repairs, hardware changes, and ongoing maintenance, while maintaining accurate asset records and ensuring a high standard of end-user experience. All activities are performed in alignment with Global IT direction and established client processes.
Key Responsibilities
1. End-User Support & Device Management
- Provide onsite and remote Level 2 support for hardware, software, account, and connectivity issues.
- Deliver deskside assistance for deployments, repairs, and configuration.
- Configure and manage end-user devices (BIOS, OS, drivers, applications, VPN, authentication, communication tools).
- Perform diagnostics, security scans, remedial fixes, and full system validation post-repair.
- Utilize remote diagnostic tools and deploy patches/software updates.
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2. Device Imaging, Refresh & Decommission
- Perform end-to-end device reimaging: data backup, OS restore, configuration, OneDrive data sync, and encryption.
- Execute hardware refresh cycles: planning, imaging, configuration, and installation.
- Implement approved changes and decommission end-of-life devices, ensuring compliance and accurate CMDB/AMS updates.
3. Asset, Inventory & Spare Parts Management
- Maintain accurate inventory of spare parts and coordinate deliveries/returns.
- Proactively notify the client when spare thresholds are low.
- Keep physical and digital asset records (serial numbers, rack locations, spares) up to date.
4. Office Moves & Dispatches
- Support office relocations: disconnect, pack, transport, and reconnect devices.
- Validate device functionality post-move and update asset records.
- Provide on-demand dispatch support to non-dedicated sites, including vendor and logistics coordination.
5. Network Infrastructure Support (Smart Hands)
- Deliver Smart Hands support for network devices (switches, routers, Wi-Fi APs, firewalls, SD-WAN, cabling).
- Perform physical network changes: rack/stack, cable management, port patching, device power cycling, and hardware replacement.
- Support urgent network incidents with onsite diagnostics and failover actions.
- Assist with AP mounting, antenna placement, wireless surveys, and cabling tests.
- Escort telecom carriers and document all onsite work.
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6. Server Rooms & IT Closets
- Maintain server rooms and IT closets: organization, cleanliness, labeling, and environmental monitoring.
- Verify rack space, power, UPS, cooling, and cable pathways before installations/upgrades.
- Provide Smart Hands support for server/hosting infrastructure and support periodic audits.
7. Conference Room & AV Support
- Set up, configure, and troubleshoot conference room technologies (Teams Rooms, displays, cameras, microphones).
- Design physical layouts for new sites and deploy/mount hardware.
- Validate AV quality, network readiness, and collect user feedback.
- Provide onsite support during business meetings as required.
8. Lab Computing Support (GMP & Non-GMP)
- Deliver Smart Hands support for lab computing environments, ensuring compliance with policies.
- Perform onsite diagnostics, device swaps, and coordinate with Global IT/validation teams.
9. Print Support
- Install, validate, and relocate printer/scanner devices.
- Manage print queues and resolve issues per approved standards.
- Coordinate and escort OEM/vendor technicians for maintenance and escalate unresolved faults.
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