Field Support Engineer

About the role

Brilliant Computers is hiring a Field Support Engineer in Kampala to provide Level 2 technical and operational support for a customer's IBVMS application, Windows and Linux operating systems, physical and virtual servers, network infrastructure, backup environment, eGates, kiosks, biometric equipment, UPS systems and associated peripherals. The engineer acts as the key site-level interface between the customer and Brilliant Computers.

Key responsibilities

• Serve as the site-level operational contact between the customer and the vendor.
• Monitor and support the IBVMS application, including incident triage, log collection, diagnostics and approved workarounds.
• Troubleshoot application, Windows, Linux, server, network and connectivity issues.
• Support physical and virtual servers, including health checks, approved restarts, recovery activities and hardware replacement.
• Monitor backup jobs, investigate failures and run restoration-readiness checks.
• Provide onsite support for eGates, kiosks, biometric devices, UPS systems and related peripherals.
• Perform preventive maintenance, equipment inspections and operational testing.
• Investigate incidents, gather technical evidence and keep tickets up to date.
• Escalate unresolved issues to Level 3 teams, OEMs, vendors or other specialists.
• Support test and production releases, including pre-checks, deployment, rollback readiness and post-deployment validation; execute test scenarios and document results.
• Prepare technical reports, handover notes, knowledge articles and maintenance records.
• Train and transfer knowledge to designated customer personnel.
• Comply with SLAs, security requirements, safety procedures, access controls and change-management processes.

Required profile

• Degree or equivalent in Information Technology, Computer Science, Engineering or a related field.
• At least three years of relevant application, infrastructure, network or field-support experience.
• Practical experience with Windows, Linux, servers, networks and IT service-management systems.
• Experience supporting eGates, kiosks or biometric equipment is advantageous.

Required skills

• IBVMS application understanding and application troubleshooting
• Windows and Linux support, physical and virtual server support
• Network and field support, backup monitoring and verification, log analysis
• Release deployment and rollback, incident management and escalation
• Technical documentation and reporting

What we offer

• Gross monthly salary of UGX 3,500,000 (UGX 42,000,000 per year).
• ITIL, Microsoft, Linux, Cisco, CompTIA or relevant OEM certification is desirable.