Also called "Service Technician", the Field Technician provides after sale support services to customers, typically, at their premises.

The individual at work is responsible for attending to customer complaints, installing newly purchased products, troubleshooting system problems and, configuring hardware equipment such as servers, storage and other related networking devices.




engage with customers

  • Interact with the customer prior to visit
  • Understand customer's requirements on visit or prior to visit
  • Suggest possible solutions
  • Complete the documentation
  • Achieve productivity and quality as per company"s norms

install, configure and setup the networking and storage system

  • Understand the installation requirement and install the hardware
  • Configure and setup the network, servers and storage system
  • Check system functionality
  • Set up the software
  • Complete the installation task and report
  • Interact with customer
  • Interact with superior
  • Achieve productivity and quality as per company"s norms

network essentials

  • Recognizing of OSI model
  • Recognizing of TCP/IP model
  • Identify the Network Technologies.
  • Recognize Types of application used
  • Identify the types devices
  • Identify the Protocols used
  • Understanding device functionalities at different layers

ip routing, switching and remote connection technologies

  • IP Routing Static and dynamic routing
  • Remote desktop and remote assistance
  • Switching and Virtual LAN's

Network maintenance and management

  • List and define criteria involved with network planning and management
  • Analyze the network topology for identifying the issues
  • Using network diagnostic tools
  • Monitoring network activity
  • Computer Securitys
  • Troubleshooting network related issues

Storage components

  • disk types, components, and features
  • removable media types, components, and features

Storage and peripheral devices

  • To describe the characteristics of internal and external storage devices including RAID
  • To identify differences between connector types
  • understand the nature of the problems and perform initial diagnosis
  • To resolve common peripheral device issues and errors

Manage your work to meet requirements

  • utilize your time effectively
  • use resources correctly and efficiently
  • treat confidential information correctly
  • work in line with your organization's policies and procedures
  • ensure your work meets the agreed requirements
  • comply with your organization's current health, safety
  • report any identified breaches in health, safety, and security policies
  • identify and correct any hazards

Storage management

  • Identifying the problems with Storage
  • Monitoring and reporting storage usage
  • Troubleshooting storage issues

troubleshoot and replace faulty module in the equipment

  • Receive and understand the customer complaint registered at customer care
  • Identify system problems on field visit
  • Replace faulty module after diagnosis
  • Coordinate with Remote Technical Helpdesk for assistance
  • Interact with customer
  • Report to Superior

coordinate with colleagues

  • Interact with supervisor or superior
  • Coordinate with colleagues

Service desk processes and procedures

  • support customers remotely
  • record, prioritize and categorize service requests/incidents
  • understand the nature of the problems and perform initial diagnosis
  • organization's tools and processes for incident management
  • monitor problems to keep customers informed

soft skill and reporting process

  • Importance of Monitoring, Measuring and Reporting ,CSFs, KPIs, and Activity Metrics , Quantity Based Activity Measures , Service Desk and Process Metricse
  • Service Level Agreement, Timeliness of Response and Resolution data, Problem Management Process Flow (ITIL), Problem Determination, Resolution, tracking, report, control, measures.