Customer Service Engineer

1 month ago

Worcester, Worcestershire, United Kingdom CV Library Full time
About the Role

The Field Engineer will be responsible for the on-site installation and configuration of customer solutions, typically at customer premises and data centre locations across the UK. This role is part of a larger team and will cover their patch whenever possible.

The day-to-day tasks will include assisting with the installation, configuration, and troubleshooting of customer networking equipment at various locations across the UK, providing out-of-hours and on-call assistance to customers, and where appropriate, on-site support and replacement of hardware.

The performance, development, and guidance of our Field Engineering teams are at the heart of providing excellent customer service that differentiates us from our competitors.

Key Responsibilities:
  1. On-site installation of customer solutions at customer premises and in Data Centre locations across the UK for Voice and WAN/SDWAN Solutions.
  2. On-site structured cabling to support the deployment of SDWAN and Voice handsets.
  3. Site audits and wireless surveys/design.
  4. Co-op diagnostics from remote customer sites to assist with resolving complex faults.
  5. Provide out-of-hours on-call assistance to customers and, where appropriate, provide on-site support and replacement of hardware.
  6. Maintain accurate records of equipment, including configurations, in an asset database, performing regular reviews and audits of existing records.
  7. Perform technical support and collate further information to pass onto Senior stakeholders.
  8. Manage work threads to SLA, working alongside other teams (both internal and external) to exceed customer expectations.
Requirements:
  1. Be an excellent team player with a proactive mindset and a passion for working together to achieve goals.
  2. Thrive in an environment where you are trusted to work smart and hard.
  3. Hands-on experience with implementation and support of various software and hardware peripherals, such as UCaaS, routers, switches, and firewalls.
  4. Hands-on experience of installation and configuration of UCaaS solutions.
  5. Experience in structured cabling and wireless surveys.
  6. Great customer skills - able to adapt to differing customer groups and provide a first-class customer experience.
Desirable Skills:
  1. Configuration and deployment/installation of Telephony/VoIP.
  2. Previous experience of technical support for Cisco, Polycom, or Yealink devices.
  3. Experience/knowledge of Meraki deployment (SDWAN).
  4. Experience in performing structured cabling.
  5. Experience in performing wireless surveys/design.
  6. Installation of Cisco CPE.
What We Offer:
  1. 25 days holiday + bank holidays.
  2. Hybrid car and fuel card for work mileage.
  3. 10% bonus.
  4. Overtime and on-call opportunities.
  5. Your birthday off.
  6. Private Medical Insurance.
  7. Electric Vehicle (EV) scheme.
  8. Pension plan.
  9. Enhanced maternity and paternity leave.
  10. Share-save scheme.

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