Senior Field Engineer

4 weeks ago

London, United Kingdom Shaw Daniels Solutions Full time

Senior Field Service Engineer

The Senior Field Service Engineer will be required to fault find and repair a variety of IT equipment including Servers, PCs, Laptops, printers, and point of sales systems (EPOS) at various Customer locations across the UK. The position will report into Team Leader/Resource Managers (Field) but will also have critical relationships with Call Control and Technical vetting teams with Field Services.

Responsibilities:
  1. Capable of working independently and remotely, required to perform on-site troubleshooting on a wide range of products in a software or hardware environment.
  2. Proficient in the installation, configuration, and support of Server/Desktop/EPOS environment. Ability to connect and install client software for various networking platforms at various customer locations in the UK.
  3. Follow documented procedures and always adhere to safety and ESD precautions.
  4. Demonstrate strong problem-solving techniques with the ability to adapt and learn on the job.
  5. Develop, grow, and maintain professional working relationships with all internal stakeholders.
  6. Ensure process, procedural, and contractual agreements are being followed correctly.
  7. Provide all CDW customers with the best level of customer service and support.
  8. Complete documentation including Field Service Call reports and Customer Check sheets and ensure these are returned within SLA timescales.
  9. Work proactively with call allocators to ensure SLAs are met in the most economical way.
  10. Have a solid understanding of customers SLA requirement and use initiative to ensure the expectation is met and exceeded.
  11. Any additional activity as directed by Senior Management.
Knowledge and Experience:
  • Excellent working knowledge of Server/PC architecture, knowledge of Windows Operating systems, break fix, and troubleshooting of Servers, Desktops, EPOS, Laptops, and Printers.
  • Manufacturer-recognized accreditations, i.e., HP/IBM/Dell for both Server and Desktop.
  • Extensive customer-facing IT industry experience.
  • Capable of working independently on a wide range of products.
  • Excellent communication skills.
  • Proven organizational and customer service skills.
  • Ability to work under pressure and maintain a consistent high standard of quality and professionalism.
  • Excellent Time management skills.
  • Team Player with the ability to work as part of the team to deliver operational excellence.
  • Awareness of ITIL methodologies and best practice.
  • Previous employment in a similar role.
  • Ability to show flexibility to help the changing needs of the team.
  • Always adhere to company standards and procedures unless otherwise directed.
  • Maintain excellent customer relationships.
  • Maintain high levels of Punctuality, Communication, Attitude, Competence, and Quality of Service.
Personal Attributes:
  • Highly enthusiastic, approachable, and self-motivated to achieve targets.
  • Ability to prioritize workload effectively.
  • A Methodical and accurate approach to the job is critical.
  • Team-focused with a genuine passion to deliver excellence through continuous development and improvement.
  • Always remain positive and influence those around you.
  • Excellent communicator who can remain objective and focused with Customers and Internal Agencies alike.
  • Good relationship management skills.
  • Previous Senior Field Engineer experience desirable.
  • Analytical, with exceptional attention to detail.
  • Innovative thinking in terms of service quality and improvements within the boundaries of CDW’s limits (SLA’s, call handling, system processes etc.)
  • Full UK Driving Licence.
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