Senior Technical Field Engineer

What success looks like in this role:

The Field Engineer performs activities associated with installing, diagnosing, maintaining and servicing computer-related products, including but not limited to desktop/laptop computers, printers, and peripherals.

Responsibilities and Accountabilities:

• Install, repair and maintain End User Productivity and Service Desk Equipment and Systems at client locations.
• Provide both remote and on-site Level 2 and Level 3 support to all End Users for Incidents and Service Requests that cannot be resolved or fulfilled by the Service Desk.
• Level 2 and Level 3 support includes:  Experienced and knowledgeable Level 2 staff with deep knowledge of the Services; Highly skilled specialists who build, deploy, operate and maintain the Services.
• Manage and provide physical support for End User Productivity and Service Desk Equipment. This includes client supplied headsets, Smartphones and tablets.
• Work with Other Service Partners by providing physical support for Infrastructure at client locations that host EUPSD Services.
• Provide advice and assistance to End Users as required in connection with End User Productivity and Service Desk Equipment and Services, including the provision of a ‘service hub’ service with dedicated support staff during Business Hours at specified Locations.
• Allow the client to engage the Service Partner on issues without calling the Service Desk and be responsible for opening records for both Incidents and Requests on behalf of End Users.
• Maintain a high degree of professionalism.
• Ensure customer satisfaction throughout all transactions.

You will be successful in this role if you have:

• NV1 Security Clearance is must have for this role.
• Time management
• Motivated and enthusiastic.
• Experience in the delivery of IT support services with specified KPI’s
• Effective verbal and written communication skills
• Strong focus on providing customer service, with great verbal and written communication skills
• Problem-solving abilities and an analytical mindset.
• A keen interest in developing a career in IT.