Field Support Engineer

About the role

The Field Support Engineer provides Level 2 technical and operational assistance for the Customer’s IBVMS application and associated infrastructure. Working on‑site, the engineer acts as the primary operational liaison between the Customer and Brilliant Computers, ensuring incidents are resolved and services remain reliable.

Key responsibilities

• Serve as the site‑level contact for IBVMS monitoring, incident triage, log collection and approved workarounds.
• Troubleshoot application, Windows, Linux, server, network and connectivity issues.
• Perform health checks, restarts, recovery activities and hardware replacement on physical and virtual servers.
• Monitor backup jobs, investigate failures and verify restoration readiness.
• Provide on‑site support for eGates, kiosks, biometric devices, UPS systems and related peripherals.
• Execute preventive maintenance, equipment inspections and operational testing.
• Escalate unresolved problems to Level 3 teams, OEMs or vendors.
• Support test and production releases, including pre‑checks, deployment, rollback readiness and post‑deployment validation.
• Document technical reports, handover notes, knowledge articles and maintenance records.
• Deliver operational training and knowledge transfer to designated Customer personnel.

Required profile

• Degree or equivalent qualification in IT, Computer Science, Engineering or a related field.
• Minimum three years of experience in application, infrastructure, network or field support.
• Practical experience with Windows, Linux, servers, networks and IT service‑management systems.
• Hands‑on experience supporting eGates, kiosks and biometric equipment.

Required skills

• IBVMS application knowledge
• Application troubleshooting
• Network and field support
• eGate, kiosk and biometric device support
• Windows and Linux administration
• Physical and virtual server support
• Backup monitoring and verification
• Log analysis and technical diagnosis
• Release deployment and rollback
• Test scenario execution
• Incident management and escalation
• Technical documentation and reporting