Field Support Engineer

About the Role

The Field Support Engineer plays a critical role in ensuring the reliable operation of Asurion’s IT infrastructure and providing technical support to end-users across all Asurion business locations in Thailand. You will be the point of contact for IT requests or incidents pertaining to end-user equipment, adhere to Standard Operating Procedures, and perform support and supplemental project or emergency work.

Responsibilities

• Act as first point of contact for day-to-day IT requests and Regional IT, including support for application releases by coordinating with development, business analysis and operations teams.
• Diagnose and resolve technical issues; manage and escalate troubleshooting and technical problems appropriately.
• Identify root causes of incidents and partner with the technology team to find resolutions.
• Ensure technical advice, solutions and security policy align with IT methodologies, processes and systems.
• Manage on-site IT infrastructure: provision equipment (PCs, laptops, terminals, phones, mobiles); SOE for new laptops/desktops; meeting room projectors; printers (replace consumables); organize hardware repair; and arrange account set-up and closure on Asurion and client platforms.
• Participate in the procurement process by raising purchase orders for IT equipment and supplies.
• Communicate and collaborate with global teams to align on IT support and projects and stay up to date with technologies and industry trends.

Qualifications

• Minimum of 3 years' experience in Call Centers, mobile handsets or insurance industry field.
• Strong knowledge of technologies including basic networking; PC, Microsoft AD, Exchange, and MS Office; familiarity with PABX solutions (e.g., Avaya).
• Understanding of network configurations and protocols.
• Ability to interact effectively and professionally with external clients and internal teams, including service providers in other locations.
• Confident working independently and as an effective team member able to share knowledge to meet team priorities.
• Good business sense, result-oriented, initiative to drive solutions, and strong communication and interpersonal skills.

Additional Information

Work arrangement: onsite
Employment type: Full-time