Field Service Engineer
North East Region - Newcastle/ York/ Wakefield
Capita is a leading supplier of Control Room solutions for the Emergency Services with successful projects delivered across Europe, the Middle East and Australasia. For over 30 years Capita has been supporting mission-critical operations and with the recent acquisition of Fortek Computers Ltd, Capita is able to bring together leading Command, Control and Communications technologies and services to offer a fully integrated single solution. Using best-of-breed components developed over many successful years working with our clients, together with a strong vision for the future, Capita will continue to provide building blocks for the future of Control Rooms, collaboration and interoperability.
The Field Service Engineer is part of a group of personnel working to provide support to users of existing Services in order to:-
- Address issues with a supported Service that have been identified to the Service Desk through the Incident Management process
- Effect changes to the supported infrastructure that resolve Incidents and Problems
- Assist with implementing new Services to the customer and, when needed, provide information that can be used for Service Improvement.
The Field Services Engineer shall follow ISO 20000 best practice processes. Other Company specific processes can be found from the Document Management System on the company Intranet.
A Field Service Engineer is assigned to a specific geographical area but may be required to support incident, change, release and problem Management activities in any area. The Field Service Engineer will remain contactable via telephone and pager during working hours including on call hours.
The primary focus of the roles is to provide an effective response to requests for service, Incident and Problem management activities. The activities will be primarily based on customer sites in the relevant service Area. There will be extensive liaison and communication with customer representatives to assist in the resolution of service related issues and inter-action with other supporting teams. There will be self-management responsibility for asset tracking and management - to ensure an adequate supply of spare equipment is maintained within the region. Accurate and effective completion of service related documentation to ensure there is an accurate record of service related activities. Additionally - ongoing cooperation and information sharing with other Field Service personnel - ensuring that knowledge base is kept up to date and current for known errors and FAQ's.
The duties of a Field Service Engineer are detailed in subsequent sections. Performing in this role requires that certain activities are carried out within the following process areas:-
- Incident Management
- Problem Management
- Change Management
- Release Management
- Configuration Management
- Hardware test and Measurement
- Windows XP Professional
- IP/Data Comms
- Customer Facing Skills
- Valid UK Driving licence
- Windows 2000
- IP Networking
- Cisco routers and switching
- Information Security
- PABX (Nortel/Siemens/Panasonic)
- Network Management
- DVR (NICE/RedBox)
- Microsoft product knowledge (OS/SQL)
What's in it for you?
At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you a discretionary annual bonus, pension scheme and access to voluntary benefit options including; child care vouchers, share plan schemes, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.
What we hope you will do next
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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.
Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.
If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.