Job Description

Roles & Responsibilities

Field Service Engineer ensure the operation of local IT infrastructure by performing on site installations, maintenance, repairs, and issue resolution. They act as escalation points for critical incidents, ensuring secure service continuity and driving customer engagement. They continuously learn and adapt, staying current with new technologies and industry trends.

What you ll be doing:

• Ensure reliable local IT operation, maintenance, and security of local infrastructure, end-user devices and networks through regular on-site and remote checks, in line with Group IT standard
• Supports the rollout of global projects
• Oversee the lifecycle and manage local/regional IT assets, and ensure availability, compliance, continuous support and appropriate security controls
• Conduct on-site installations, repairs, and maintenance of telecom and IT equipment, ensuring minimal downtime
• Manage local IT equipment (PCs, peripherals) including issuance, returns, and disposals in accordance with asset policies; in collaboration with local IT contact (where applicable)
• Maintain accurate service records, reports, and documentation to ensure compliance with regulatory/safety requirements
• Manage vendor relationships to ensure timely delivery and quality of IT services and hardware (within area of responsibility)
• Strengthen resilience through disaster recovery readiness, incident response, and adherence to IT security standards
• Act as escalation point in the event of business-critical incidents, ensuring timely resolution/communication with Global IT
• Respond to tickets dispatched by the Service Desk
• Facilitate awareness and knowledge sharing to help end users adopt IT systems and tools securely and effectively (e.g.,system/tool implementation, ServiceNow training)
• Collaborate with cross-functional teams to develop and implement service improvement plans, driving operational efficiency and customer engagement
• Collect and analyse business feedback and data to identify improvement opportunities and drive service excellence
• Act as point of contact and local IT advisor for local business ensuring reliable operations and timely issue resolution

Technical Skills &

• IT Service Management Operations Support / Monitoring, incl. Incident and Problem Mgmt.
• Infrastructure Maintenance, incl. Workplace / End-user computing and devices, Network, and Storage Engineering
• Disaster Recovery/Business Continuity
• Service Desk and End User Support
• 
  

Desired Candidate Profile

We are interested in you as a person: your attitude, behaviors and values. As long as you have the willingness to learn anything you need for the role that you don't already have, we'd love to speak to you. If you have experience in the following areas this is an added advantage:

Experience in:

• Minimum 3 5 years of experience in IT infrastructure, end-user support, or IT operations, preferably in an industrial or international environment in Tunisia

Education:

• Bachelor/Master s degree in Information Technology, Computer Science, Networks and Telecommunications, or a related field.