Senior Field Engineer

The Role 

Senior Field Service Engineer will be required to fault find and repair a variety of IT equipment including Servers, PCs, Laptop, printer and point of sales systems (EPOS) at various Customer locations across the UK.  Ensuring company processes, procedures and contractual requirements are followed whilst 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 with Field Services.

Responsibilities

• Capable of working independently and remotely, required to perform on site troubleshooting on a wide range of products in a software or hardware environment.
• Proficient in the installation, configuration and support of Server/Desktop/EPOS environment and in addition, be able to connect and install client software for various networking platforms at various customer locations in the UK.
• Ability to follow documented procedures and always adhere to safety and ESD precautions.
• Be able to demonstrate strong problem-solving techniques with the ability to adapt and learn on the job.
• Develop, grow and maintain professional working relationships with all internal stakeholders. Call Control, Tech Vetting teams.
• Ensure process, procedural and contractual agreements are being followed correctly.
• Endeavour to provide all CDW customers with the best level of customer service and support.
• Complete documentation including Field Service Call reports and Customer Check sheets and ensure these are returned within SLA timescales.
• Work proactively with call allocators to ensure SLAs are met in the most economical way.
• Have a solid understanding of customers SLA requirement and use initiative to ensure the expectation is met and exceeded.
• 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 recognised accreditations, I.E. HP/IBM/Dell. Both Server and Desktop.
• At least 6 years customer facing IT industry experience.
• Capable of working independently on a wide range of products.
• Excellent communication skills.
• Excellent proven organisational 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 24*7*365 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 prioritise 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 focussed 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.