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Field Service Engineer

3 months ago

Newtownabbey, United Kingdom Capita Full time


A Field Service Engineer supports and resolves End User hardware issues within their designated region and will travel from customer to customer providing deskside support, or remote worker location.

This is an expanding, challenging and demanding role, providing a front-line interface between our high-profile customers and Capita.

Working to tight Service Level Agreements (SLAs) to ensure Capita achieve its contractual obligations and to meet the business units Key Performance Indicators (KPIs).

This is an expanding, challenging and demanding role, providing a front-line interface between our high-profile customers and Capita ITS.

Working to tight Service Level Agreements (SLAs) to ensure Capita achieve its contractual obligations and to meet the business units Key Performance Indicators (KPIs).

detailed below.

The role is field based, where most of your time will be spent on various client sites. You will be required to hold a full, valid driving licence for Northern Ireland.

What you will be doing:
Responsibility to resolve hardware faults in line with the contracted services, on a variety of End User technologies. The engineer is expected to manage his or her ticket queue to ensure SLAs are achieved. Likewise, the engineer is expected to manage the customers expectations to drive customer satisfaction.

Ability to follow a SMART Hands working process

  • Desktop / Workstation (Dell, HP, MS Surface Pro), Component replacement hardware break fix.
and working knowledge of Windows environment.

  • Laptop (Dell, HP, Chromebook), Component replacement hardware break fix and working knowledge of Windows environment.
  • Server/SAN (Dell) Component replacement hardware break fix and knowledge of Windows server environment


Apple Mac Install and configure MAC server and rebuild client knowledgeConfigure & replace Routers, Switches, WAP's (Cisco, Huawei, Meru)

Wireless Knowledge and understanding of wireless solutions including printing with abilities to fault find/resolve issues.MS Windows (Windows 10 and other in service life versions)Image build's & configuration (Knowledge of Altiris and compliance)Dealing with Capita complaints and consistently resolving issues in a manner consistent with exemplar customer service.
What we are looking for:

  • Working knowledge of MS Windows OS & MS Office Suite
  • Previous experience of installation and configuration of end user devices
  • Previous experience of diagnosing and repairing end user IT hardware
  • Experience of providing deskside support
  • Excellent customer facing skills with the ability to deal with difficult customers
  • Able to work to KPIs and SLA's
About Capita Technology and Software Solutions


Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita's colleagues, businesses, and clients.


We design, build, and run the right technical competencies and partnerships to enable Capita to deliver seamless public and customer services - from working collaboratively with Capita's businesses to shape the right technology and software solutions to take to market, to ensuring colleagues have access to resilient, predictable IT services and support, which enables them to work effectively and securely.


What's in it for you:

  • A competitive basic salary PLUS company car OR car allowance
-23 days' holiday (rising to 27) with the opportunity to buy extra leave

-company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two plenty more

-voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel, and technology

-the opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

-access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

What we hope you'll do next:
Choose 'Apply now' to fill out our short application, so that we can find out more about you.


We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion.

We're committed to provid