Field Support Engineer

The Field Support Engineer will provide cross-functional Level 2 technical and operational support for the 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 will act as a key site-level operational interface between the Customer and Brilliant Computers. The role includes incident resolution, application troubleshooting, log analysis, preventive maintenance, field support, deployment support, testing, documentation, escalation coordination and customer communication.

All activities must be performed within the engineer’s demonstrated competence, approved access rights, Customer procedures, information-security requirements, safety standards and change-management controls.

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, 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 conduct 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 maintain accurate ticket updates.
• Escalate unresolved issues to Level 3 teams, OEMs, vendors or other specialists.
• Support approved test and production releases, including pre-checks, deployment, rollback readiness and post-deployment validation.
• Execute test scenarios and document results, defects and supporting evidence.
• Prepare technical reports, handover notes, knowledge articles and maintenance records.
• Provide operational training and knowledge transfer to designated Customer personnel.
• Comply with SLAs, security requirements, safety procedures, access controls and change-management processes.

Requirements

Core Skills

• IBVMS application understanding
• Application troubleshooting
• Network and field support
• eGate, kiosk and biometric 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

Qualifications and Experience

• 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.
• Experience supporting eGates, kiosks or biometric equipment is advantageous.
• ITIL, Microsoft, Linux, Cisco, CompTIA or relevant OEM certification is desirable

Benefits

Salary and Benefits

• Gross Monthly Salary: UGX 3,500,000
• Gross Annual Salary: UGX 42,000,000