Customer Service Engineer
4 weeks ago
The Field Engineer will be responsible for the on-site installation and configuration of customer solutions, encompassing both customer premises and data centre locations across the UK. As part of a larger team, you will cover your designated patch whenever possible.
Your day will consist of assisting with the installation, configuration, and troubleshooting of customer networking equipment at various locations across the UK, while 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, which differentiates us from competitors in the market.
Key Responsibilities- On-site installation of customer solutions at customer premises and in Data Centre locations across the UK for Voice and WAN/SDWAN Solutions.
- On-site structured cabling to support the deployment of SDWAN and Voice handsets.
- Site audits and wireless surveys/design.
- Co-op diagnostics from remote customer sites to assist with resolving complex faults.
- Provide out-of-hours on-call assistance to customers and where appropriate, provide on-site support and replacement of hardware.
- Maintain accurate records of the equipment, including its configurations, in an asset database, performing regular reviews and audits of the existing records.
- Perform technical support and collate further information where required to pass onto senior stakeholders.
- Manage work threads to SLA, working alongside other teams (both internal and external) to exceed customer expectations.
- Be an excellent team player with a proactive mindset, with a passion for working together as a team to achieve goals.
- You will thrive in an environment where you are trusted to work smart and hard.
- Hands-on experience of implementation and support of various software and hardware peripherals, such as UCaaS, routers, switches, and firewalls.
- Hands-on experience of installation and configuration of UCaaS solutions.
- Experience in structured cabling and wireless surveys.
- Great customer skills - able to adapt to differing customer groups with ease, taking pride in providing a first-class customer experience at all times.
- Configuration and deployment/installation of Telephony/VoIP.
- Previous experience of technical support for Cisco, Polycom, or Yealink devices.
- Experience/knowledge of Meraki deployment (SDWAN).
- Experience in performing structured cabling.
- Experience in performing wireless surveys/design.
- Installation of Cisco CPE.
- 25 days holiday + bank holidays.
- Hybrid car, fuel card for work mileage.
- 10% bonus.
- Overtime and on-call.
- Your birthday off.
- Private Medical Insurance.
- Electric Vehicle (EV) scheme.
- Pension plan.
- Enhanced maternity and paternity leave.
- Share-save scheme.
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