Senior Field Engineer

2 weeks ago

England, 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. Ensuring company processes, procedures, and contractual requirements are followed while maintaining high levels of customer service.

You must be an experienced time-served Field Service Engineer, a confident communicator at all levels, and work well as part of a team. The position will report into Team Leader/Resource Managers (Field) but will also have critical relationships with Call Control and Technical vetting teams within 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 environments and able to connect and install client software for various networking platforms at various customer locations in the UK.
  3. Ability to 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 - Call Control, Tech Vetting teams.
  6. Ensure processes, procedures, 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 requirements and use initiative to ensure the expectation is met and exceeded.
  11. Any additional activity as directed by Senior Management.
Knowledge and Experience

Have an 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. Both Server and Desktop.

Extensive customer-facing IT industry experience. Capable of working independently on a wide range of products. Excellent communication skills. Excellent proven organizational and customer service skills. Able to work under pressure. Able to maintain a consistent high standard of quality and professionalism. Excellent Time management skills. Team Player – 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. Maintain all appropriate Manufacturer Server Accreditations where applicable.

MUST be able to obtain security clearances, BPSS & SC (NPPV3 great to have but not essential). X86 Server Hardware break-fix Skills (can replace all components, upgrade Bios/firmware). Laptop Hardware break-fix skills (replace all components). Must be able to hold Main vendor certifications on Servers & Laptops (Dell, HP, Lenovo). Will form part of an on-call rota covering 24x7x365 call outs. NetApp – major advantage to hold this. Retail/Point of Sale (POS).

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 – a genuine passion to deliver excellence through continuous development and improvement.

Be able to 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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