10th November 2022
Field Service Engineer
Engineering
London
Up to £36,000 per annum + Car allowance
Field Service Engineer
West London
Up to £36,000 per annum + Car allowance
On behalf of a FTSE 100 industry leader, I am seeking an experienced Field Service Engineer on a permanent basis. This person will be responsible for providing support relating to all hardware and software, including bespoke applications. The Field Service Engineer must have excellent troubleshooting and communication skills.
As the role involves travel between customer sites, you must be able to provide your own vehicle and have a full, clean driving license, for which you will be paid a car allowance.
Responsibilities:
- Working Incidents/requests by either phone, email, self-service or walk-in ensuring responses to the Customer are in line with Service Level Objectives. This will in addition entail keeping the Customers regularly updated, providing continual communication and instilling confidence that their incidents/requests are actively addressed.
- Visit customer sites in and around London to provide support in person
- Escalate unresolved queries following the correct Escalation process
- Identify and implement viable workaround where a fix is not available
- Walk customers through root cause analysis and problem-solving process
- Follow-up with customers, provide feedback and see the incident/requests through to resolution
- Using Customer handling skills set and agree expectations with the Customer
- Ensure proper recording, documentation on incidents/requests through the life cycle of incident/request
- Adhere to and follow of Customer Service procedures, services and processes
- End to end ownership of all incidents/requests unless a colleague takes over
- Provide technical support for issues/requests related to computer systems, hardware, software, printers, Cisco phones, network.
Skills/Experience required:
- Proven working experience in a customer facing support role (1st/2nd line or Field Engineer)
- Experience or willingness to travel between customer sites
- Access to your own vehicle is essential
- Excellent verbal and written communication skills
- Experience in supporting the following technologies: Windows Server Technologies, Windows Client and MAC OS’s, Windows Administration, Citrix 2016, Microsoft Office, 0365, Windows 10, Mobile Devices, LAN.
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