Role Overview
We are looking for a Technical Field Engineer who require to work as an onsite resident engineer covering onsite hardware break fix activity on HPE Servers/Storage, Dell Poweredge Servers, Sun/Oracle Servers.
Role is primarily a position to manage delivery of maintenance ticket requests but also to support the wider account team at other locations with maintenance & upgrade tasks as required.
Covering site Monday to Friday, from 09:00 to 17:15.
Responsibilities
The tasks will include (but not limited to):
* Break fix activity on Multi-Vendor hardware.
* Solves unique and complex problems that have a broad impact on the customer environment.
* Troubleshooting hardware and firmware issues on server & storage.
* Manages communication with customer on complex issues and recommends process, product or service improvements. Able to communicate at all levels of the business up to CIO.
* Adhering to strict policies and processes around security and data protection.
* Ensuring SLA requirements and Customer Satisfaction metrics are on or above target.
* Creating and maintaining comprehensive and meaningful updates in the ticket handling system.
* Ensuring the escalation process is followed and any issues are communicated appropriately to internal and customer management teams.
* Risk ownership and escalation.
Required skills and attributes
* HPE ProLiant DL & BL hardware break fix skills.
* Proven service maintenance background.
* Exceptional customer service skills including the ability to simplify technical detail.
* Highly organised with the ability to work in a fast-paced, structured manner to meet tight deadlines.
* Confident, collaborative working style and able to interface with people of all levels.
* Proactive approach to work activities & support of colleagues.
* Demonstrated ability to recognise and react to situations with a sense of urgency and problem ownership.
* Full UK driving license.
* Helpful to have knowledge of Dell PowerEdge, Brocade, HPE storage platforms and Sun/Oracle servers.
* ITIL Service Management Foundation.
* Experience of IT incident management.
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