About this role
Job Description :
1. Job Title
- L2 IT 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
- 5+ 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.
- 5+ 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
5+ years in IT Field Support with server, network, and storage exposure