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Site Support Engineer
4 months ago
Site Support Engineer
Moray (North-East Scotland) - On-Site, office based – Monday – Friday with potential for out of hours support.
Potential for travel to other customer/FJ sites as required.
Your role
Are you positive with a creative attitude that can work as part of a team? Can you take ownership of assigned tasks, anticipate and identify potential issues and service improvements. Do you have experience of IT support, incident resolution and / or system management of secure IT solutions, IT infrastructures, application hosting or components that contribute to IT service delivery? Do you want to collaborate and achieve together with committed people to be proud to work for a company that respects its people and is at the forefront of technology?
We are looking for a Site Support Engineer to work on site 5 days a week, Monday through to Friday with scope for out of hours support. You will be responsible for planning and guiding Service delivery, achieving required service levels and customer satisfaction. You will aspire to deliver impeccable service and controls costs.
Your experience
- Be experienced/certificated in the break-fix support of Fujitsu Primergy, Eternus and Celsius product ranges to respond to in-warranty & out-of-warranty support calls. Perform in-warranty break fix tasks on behalf of Fujitsu warranty teams. Expectation is for role holder to maintain associated accreditation.
- Understand contracted SLA's and ensure processes and OLAs are met.
- Provide 1st line support for installed third party hardware and raise support calls where applicable. Monitor progress of fix.
- Attend customer daily briefing(s) and feedback/assist with any issues that arise from this meeting.
- Attend FJ service management calls and report on asset status.
- Manage own and central asset registers.
- Manage own workload and support that of other team members.
- Provide remote support for deployed assets as required.
- Provide technical support activities as part of service delivery provision and to include deployment of new hardware including installation, troubleshooting, problem resolution and maintenance (where applicable).
- Responds to customer questions regarding operation and malfunctions.
- Advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.
Key Accountabilities
- Customer Relations: Establishes relationships with customers at Moray (North-East Scotland) and a range of managers across Fujitsu.
- Service Delivery: Using strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of Services to meet SLAs as a minimum.
- Awareness of Military Contract, amendments where necessary.
- Service Management Reviews: Every quarter with the customer and other stakeholders.
- Provide Cover for Team Lead during periods of absence.
- Maintenance of technical accreditation for the support of all hardware and software covered under the Military contract.
- Reporting to the Customer GSS RECTS Controller at Moray (North-East Scotland) and assist with incident/change management.
- Reporting to the Fujitsu Team Lead in Lincolnshire and assist with incident/change management.
- Be prepared to travel to other customer/FJ sites as required.
*** A national security clearance is required for this role but candidates not holding this level of clearance will be considered ***
