Field Support Engineer
$42,000,000–$504,000,000 year
On-siteKampala, Central Region, Uganda
Job Summary
Monitor and support the IBVMS application, Windows, Linux, and network infrastructure by performing incident triage, log analysis, and diagnostics. Troubleshoot connectivity issues, conduct health checks on physical and virtual servers, and manage backup job failures. Provide onsite support for eGates, kiosks, biometric devices, and UPS systems while executing preventive maintenance and operational testing. Escalate unresolved incidents to Level 3 teams or vendors and document all activities in accurate tickets and technical reports. Support approved test and production releases, including pre-checks, deployment, and rollback readiness. Act as the key site-level interface between the Customer and Brilliant Computers, ensuring compliance with security standards and SLAs.
Required Qualifications
- Degree or equivalent qualification 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
- IBVMS application understanding
- Application troubleshooting
- Network and field support
- Windows and Linux support
- 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
Desired Qualifications
- Experience supporting eGates, kiosks or biometric equipment is advantageous
- ITIL, Microsoft, Linux, Cisco, CompTIA or relevant OEM certification is desirable
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