Field Services Engineer

As a Field Engineer in Airport Operations at Coforge, your role involves providing initial operational support and handling incidents at airports. Your primary responsibilities will include: - Serving as the first point of contact for airlines seeking technical assistance via phone, email, or other communication channels - Providing excellent customer service by being polite, patient, and helpful in addressing user concerns - Gathering information to understand and identify the nature of the technical issues reported by users - Logging and documenting support requests, detailing the problem, its severity, and any troubleshooting steps taken - Providing initial troubleshooting and technical assistance for common problems and known issues - Resolving straightforward issues or escalating more complex problems to higher-level support tiers - Assisting users with password resets and account unlock procedures - Handling basic user account management tasks, such as creating, modifying, or deactivating accounts - Addressing software-related problems, including installation, configuration, and basic functionality - Assisting with basic hardware troubleshooting and support - Maintaining accurate records of user interactions, issues, and resolutions - Contributing to and utilizing a knowledge base for documenting common issues and their solutions - Keeping customers informed about the status of their reported issues and providing updates on resolutions - Collaborating with other IT support levels and teams to ensure effective problem resolution - Providing basic training to users on common software and hardware usage to prevent recurring issues - Offering guidance on IT policies, procedures, and best practices - Using remote assistance tools to troubleshoot and resolve issues without being physically present - Monitoring Airport IT systems for issues and responding to alerts generated by monitoring systems Qualifications Required: - Experience: 2-6 years - Skills: Self-Service Kiosks, Self-Service Bag Drops, Biometric devices In this role, your contributions will be vital in maintaining the smooth operation of airport IT systems and enhancing overall customer satisfaction.,