Senior IT Field Engineer

Job Title: Senior Field Service Engineer
Department: Field Services
Location: Manchester or Stoke
Responsible To: Resource Manager (Field)

Main Purpose of Job:
The Senior Field Service Engineer will be responsible for diagnosing and repairing various IT equipment, including Servers, PCs, Laptops, Printers, and EPOS systems, at customer locations throughout the UK. They will ensure adherence to company processes, procedures, and contractual obligations while upholding exceptional levels of customer service. This role requires an experienced Field Service Engineer who is adept at communication and teamwork, reporting to Team Leader/Resource Managers (Field) and collaborating closely with Call Control and Technical vetting teams within Field Services.

Key Responsibilities:

• Independently troubleshoot and resolve issues on-site, encompassing a broad spectrum of hardware and software products.
• Install, configure, and provide support for Server/Desktop/EPOS environments, as well as client software on various networking platforms across UK customer sites.
• Follow documented procedures and maintain safety and ESD precautions consistently.
• Demonstrate effective problem-solving skills and adaptability to new challenges.
• Cultivate professional relationships with internal stakeholders, including Call Control and Tech Vetting teams.
• Ensure compliance with processes, procedures, and contractual agreements.
• Strive to deliver exceptional customer service and support, meeting or exceeding SLAs.
• Complete documentation, including Field Service Call reports and Customer Checksheets, within specified SLA timeframes.
• Collaborate with call allocators to optimize SLA fulfilment economically.
• Understand and surpass customer SLA requirements through proactive initiatives.
• Undertake additional tasks as directed by Senior Management.

Key Skills:

• Proficiency in Server/PC architecture, Windows Operating systems, and troubleshooting of Servers, Desktops, EPOS, Laptops, and Printers.
• Possession of manufacturer-recognised accreditation's such as HP/IBM/Dell for both Server and Desktop.
• Minimum 6 years of customer-facing IT industry experience.
• Ability to work independently across a diverse range of products.
• Excellent communication, organisational, and customer service skills.
• Capacity to perform under pressure while maintaining high standards of quality and professionalism.
• Strong time management and teamwork abilities.
• Awareness of ITIL methodologies and best practices.
• Previous experience in a similar role preferred.
• Flexibility to adapt to changing team needs.
• Adherence to company standards and procedures.
• Maintenance of excellent customer relationships.
• High levels of punctuality, communication, attitude, competence, and service quality.
• Maintenance of appropriate Manufacturer Server Accreditation's.

Personal Attributes:

• Highly enthusiastic, approachable, and self-motivated to achieve targets.
• Effective prioritisation of workload.
• Methodical and accurate approach to tasks.
• Commitment to team-focused excellence and continuous improvement.
• Positive attitude with the ability to influence others.
• Excellent communication and relationship management skills.
• Analytical mindset with exceptional attention to detail.
• Innovative thinking within parameters (SLAs, call handling, system processes, etc.).
• Possession of a full UK Driving License.

Package:

• Salary: £27,000 to £29,000 depending on experience.
• Company car: Toyota Corolla estate hybrid.
• Fuel card, NCP card, Ringo Account provided.
• 5% pension match.
• On-call rota payment: £304 per week, mandatory.
• Rotational on-call schedule: Ireland 1 in 3 weeks, Manchester/Stoke 1 in 6 weeks.
• Overtime paid at *1.5, except for bank holidays, which is *2.

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