Field Support Engineer

About the role

The Field Support Engineer will provide Level 2 technical and operational support for the customer’s IBVMS application and associated IT infrastructure. Working on‑site in Kampala, you will act as the primary interface between the customer and Brilliant Computers, handling incidents, maintenance and deployments.

Key responsibilities

• Serve as the site‑level operational contact between the customer and BCCIT.
• Monitor and support the IBVMS application, including incident triage, log collection and approved workarounds.
• Troubleshoot application, Windows, Linux, server, network and connectivity issues.
• Support physical and virtual servers – health checks, restarts, recovery and hardware replacement.
• Monitor backup jobs, investigate failures and verify restoration readiness.
• Provide onsite support for eGates, kiosks, biometric devices and UPS systems.
• Perform preventive maintenance, equipment inspections and operational testing.
• Document incidents, maintain accurate ticket updates and prepare technical reports.
• Escalate unresolved issues to Level 3 teams, OEMs or vendors.
• Assist with test and production releases, including pre‑checks, deployment, rollback readiness and post‑deployment validation.

Required profile

• Mid‑level professional with at least 36 months of relevant experience.
• Ability to work onsite in Kampala and follow customer procedures, security standards and change‑management processes.
• Strong communication skills for interacting with customers and internal teams.

Required skills

• IBVMS application knowledge
• Windows and Linux operating systems
• Physical and virtual server support
• Network infrastructure troubleshooting
• Backup monitoring and verification
• eGate, kiosk and biometric equipment support
• UPS systems maintenance
• Log analysis and incident diagnosis
• Release deployment and rollback procedures
• Test scenario execution and documentation