Technical Services Engineer (field based)

As the first point of contact for customers, the Field Engineer plays a crucial role in determining customer needs and providing on-site technical support across various sites. This role requires proficiency in handling various technical tasks and equipment, ensuring effective service delivery and customer satisfaction across multiple sites.

Key Responsibilities:

• On-Site Support and Triage:
  • Perform support and triage activities for Desk, Wall, and Floor ports.
  • Manage WAP ceiling ports and Equipment Room patching of access switches.
  • Support Shared Printers (GovPrint), Audio Visual Equipment, Room Booking Tablets, and Digital Signage.
• Incident Management:
  • Escalate incidents to the offsite team as required.
  • Assist with on-site diagnostics and resolution activities under the guidance of the offsite team.
• Vendor Coordination:
  • Triage and log tickets with 3rd party vendors.
• Network Equipment Installation and Support:
  • Assist with the installation and support of network equipment at customer premises.
  • Ensure service delivery within agreed time scales and company standards, including documentation.

Additional Responsibilities:

• Adapt to changing circumstances and undertake additional duties as required, maintaining the general character and level of responsibility of the role.