Job Description
As a Field Engineer, you will be responsible for assisting in Field Team Leader in overall operation & support for our customers. This will be including support our customers with requests and incidents remotely and on site. Additionally, you will be a point of contact for the main Service Desk Team supporting our workshop, 1st line, 2nd line & 3rd line teams during day-to-day operation.
Job Role Responsibilities
* Provide 1st - 3rd line technical support for all customers
* Ensure customer incidents are resolved as quickly as possible (on and off-site)
* Take responsibility and exceed department Service Level Agreements
* Work closely with 1st and 2nd line technical support and other field engineers to ensure a high level of communications is maintained
* Provide technical guidance to the helpdesk team and field engineers
* Create and maintain strong relationships with other business units
* Ensure that customer and Bechtle equipment/goods are installed to appropriate standards and industry best practice
* Provide occasional support of managed services operations, including involvement of weekend tasks
* Provide assistance to service team for technical design, implementation and support of customer incidents and projects
* Undertake customer audits and create appropriate documentation
* Create and maintain suitable customer infrastructure / service documentation
* Assist with the planning of internal and customer project work
* Accountable for the change control process and the upkeep of digital records
* Ensure that each service incident or installation is tested as per the client’s sign off process and that this information is stored correctly
* Assist in the training and development of service helpdesk staff and field engineers
* Work under own initiatives as part of the service team to ensure high quality support to clients
* Undertake tasks identified by service helpdesk, service team leader or technical manager
* Undertake any other duties as required, which are deemed necessary to satisfy the needs of Bechtle
* Ensure incident information is recorded accurately and in a timely manner
* Ensure job sheets are accurate and completed daily
* Keep appraised of new and emerging technologies
* Seek and highlight additional opportunities whilst reviewing customers infrastructures
* Suggest improvements for the on-going development of the service department
Job Requirements
* Self-motivated with a positive attitude
* Excellent communication and organisational skills and a team-oriented mindset
* Ability to work in a dynamic environment where hard work and fun are the key ingredients
* Ability to work as part of a team and display teamwork.
* Can work on own intuitive
* Good written skills on job reporting and documentation
What we offer
* Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)
* Northampton based with a modern, up to date living space and ample parking.
* Culture – Social events, Supportive, Fun, Hard working
* Perks – Incentives (holidays, vouchers, lunches, spot prizes)
* Top of the range technology in office and for home working (laptops, screens, etc)
* Subsidised health care/medical benefits
* Annual Leave – 25-30* days plus B.H’s optional 2 weeks unpaid. *Increases with time spent
* Progression Plan – training & mentor programme.
Experience
* Minimum 2 years experience in a role of supporting servers, networks, printers, PC’s and applications. Ideally this would have been gained within a field role
* Proven experience of enterprise / mainstream technologies and applications primarily focused on Microsoft front/backend products as well as anti-virus and backup platforms and operations
* Experience with other enterprise / mainstream technologies and applications such as Citrix, VMware and Cisco are desirable
* Relevant experience of managing, maintaining and supporting peripheral equipment including routers, switches, hubs, UPS’s, printers etc
* Industry recognised accreditations such as MCP, MCSA, MCSE, CCA, CCNA are highly desirable