Position Title: Customer Engineer
Location: Belfast, Northern Ireland, United Kingdom
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Job Summary:
The role involves working in the field on a day-to-day basis, including time spent on-site at customer premises. The position is responsible for attending customer sites to assist with installations requiring engineering support, including setup, installation, non-complex and simple repairs, or providing technical guidance and advice. The role ensures customer services and solutions are properly set up, optimised, and effectively utilised. It also includes making recommendations for new solutions and, where appropriate, promoting or selling these solutions to customers.
Day-to-day Task:
* Install, set up, optimise and repair (where repair indicates simple remedy e.g. restart hub or change user settings rather than technical repair, e.g. configuration) Business hubs,
* The type of products and services that I install and repair in this role typically have the following characteristics:
* They may be self-install products/services that require engineering support to setup/repair (where repair indicates a simple remedy, e.g. restart the hub or change user settings, rather than a technical repair, e.g. configuration
* They involve setting up and/or changing settings that are also available to the customer to access, i.e. Inbuilt advanced system settings, but not having to configure or reconfigure technically
* They may require accessing a ‘config’ store to copy and paste supplied text into the router
* They tend to be our shorter duration tasks (usually under half a day)
* For repair visits, they are most likely to involve component swap-out (as well as setting up as per previous component) following either detailed diagnostic testing by a support desk or basic diagnostic test on site rather than system rebuild on site
* They could involve simple cabling for example running an extension socket, patch cable, socket installation or simple block wiring
* Engineer may be required to act as a 2nd person under the guidance of a more senior engineer.
The role involves understanding each customer’s existing technical setup and using that insight to identify and recommend appropriate solutions, products, and services that enhance their overall experience. Responsibilities include setting up client applications and services on customer devices - tasks that are typically available for customer self-service but may be completed by the engineer upon request.
The position also provides customers with brief tutorials on newly configured client services to ensure optimal use and satisfaction. It requires actively listening to any service-related issues, resolving them directly when possible, or escalating them to the appropriate service teams to ensure timely resolution.
Additionally, the role delivers deskside support for users of client-supported laptops, PCs, and printers, including hardware break/fix support and participation in planned or scheduled rollouts, migrations, and system setups.
* To install pre-defined computer ‘images’ onto desktop and laptop computers in the case of a severe system failure.
* To install or reinstall any applications onto PCs in line with installation procedures.
* To perform diagnostic services using all available resources, including the use of other customer-based and external support parties.
* To manage hardware repair through the customer-defined warranty routes.
* Provide alternative solutions, including a “Box/Hardware Swap” where possible, to provide a quick resolution with minimum inconvenience to the user.
* Perform IMaC activities as defined within the customer contract.
* Work with the service desk where required, including any external support parties for hardware equipment failures or software-related issues.
* Provide Customer-requested Data Recovery that is within the contract and has defined specifics of what would be backed up.
Why AVASO Technology?
* Join a dynamic and innovative team with a global presence.
* Opportunities for career growth and continuous learning.
* Competitive salary and benefits package.
* Work with cutting-edge technologies to shape the future of IT solutions.
How to Apply:
Ready to take your career to the next level? Apply now by clicking the "Easy Apply" button or send your resume to sumit.rana@avasotech.com
AVASO Technology Solutions Equal Employment Opportunity (EEO) Statement
AVASO Technology Solutions (referred as “Avaso”) do not discriminate against any employee or applicant for employment on the basis of race, color, sex, creed, religion, national origin, gender, sexual orientation, age, gender identity, pregnancy, genetic information, disability, protected veteran status, or any other status protected by state or local law, and to provide equal employment opportunity. Avaso is committed to providing a work environment that is free from discrimination and harassment, and we expect all employees to conduct themselves in a manner that reflects this commitment in all employment endeavors. All employment decisions are based on qualifications, merit, and business need.