Field Engineer

Roles and Responsibilities of a Field Engineer

Eligibility – Required Skills & Attributes

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• A strong understanding of support tools, techniques and how technology is used to provide services
• A strong understanding of operating systems, business applications, printing systems and network systems
• A desire to deliver an amazing Client Experience
• The ability to speak both Geek and human
• Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
• Keep up to date with new processes, procedures and developments

Desired Skills & Attributes

• Experience using a Ticketing system / RMM Tool and PSA software.
• Experience handling Technical Service Tickets at client’s premises.
• Professional IT Certifications via Microsoft or CompTIA would be an advantage.
• Experience working for a Managed Service Provider (MSP) / IT Support Business.
• Data Cabling experience desirable but not mandatory.

Overview

The number one goal of everyone in our team is to make our clients exceptionally happy. The Field Engineer plays an important role in making sure that happen.  The Field Engineer primarily deals with onsite support involving troubleshooting, installing and configuring new equipment, setting up new devices and resolving physical issues that come in from our clients.

Responsibilities and Tasks:

Customer Service

• Ensure timely resolution of technical problems and queries from customers
• Provide user training and assistance on IT systems and applications
• Travel to customer sites to perform on-site service, maintenance and repair work.
• Providing a first point of onsite contact for customers through our workshop
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with in-house repairs, setups and assist with basic remote troubleshooting

Use of our Ticketing System

• Use our Ticketing System to work on and resolve Service Desk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

Use of our Monitoring & Management Tools

• Maintain accurate records of equipment inventory and service activities
• Review regularly scheduled/automated actions as indicated by our Processes

Technical Work

• Install and configure IT equipment, such as PC’s Laptops, servers, routers and switches
• Test and troubleshoot hardware and software issues as required
• From time to time the projects team will need additional resource to help deliver projects on site.
• Assist with in hours as well as out of hours project work where required
• Willingness to travel, complete work further afield (UK only)
• Occasional small works data cabling as required

Communication, Reporting & Risk

• Identify opportunities to improve service quality and efficiency
• Comply with IT security and safety procedures in the field
• Escalate tickets that require Senior Service Desk Engineer support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Desk Management and Clients
• Work with and establish relationships with third party service providers to ensure full end-to-end service provision

Teamwork

• Collaborate with sales, engineering and technical support teams to deliver high-quality services to customers
• Follow the schedule provided by the Service Desk Management or Service Coordinator / Dispatcher/Workshop Manager
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Desk Coordinator, Service Desk Management Team or Directors
• Take ownership of a SPOC (Specialist Point of Contact) area and maintain correct usage, provide relevant documentation and act as an escalation point for this area.

Act with Integrity, Trust & Communicate well

• Uphold ITC’s values of integrity, trust and communication in all interactions.
• Communicate effectively to provide excellent service.