|Job Ref:||204793938||Employer:||cv-library.co.uk||Job Type:||Permanent||Country:||United Kingdom||County/State:||London||City:||London||Address:||Salary:||£25000 - £30000/annum on call + shift + car||Post Date:||15/10/2016 03:41|
Field Service Engineer|
* Hardware test and Measurement
* Demonstrable Working knowledge of Windows platforms inc:-XP, Windows 7, Server 2003/8
* IP/Data Comms
* Customer Facing Skills
* CISCO knowledge of routers and switches
* Networking knowledge and basic diagnostics and fault finding skills
* Valid UK Driving licence
* IP Networking
* Cisco routers and switching (ICND/CCNA experience)
* Information Security
* PABX (Nortel/Siemens/Panasonic)
* Network Management
* DVR (NICE/RedBox/Weston Digital)
* Microsoft product knowledge (OS/SQL)
* Academic / Vocational Qualifications
Degree Educated or Equivalent
Job Purpose & Context
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 job is required to provide first line service support for a range of communications equipment currently deployed within the Emergency Services customer base. The equipment is located within Emergency Services control rooms and within Emergency Services vehicles. The role will be geographically based within an established team and will initially entail working alongside experienced staff and then migrate to working solo. The role's primary focus is on Incident Management and restoring service as quickly and effectively as possible. The successful applicant will join an established service support team based in the relevant geographic area looking after Communications Command and Control systems, infrastructure and terminals.
Outline of Routine Tasks / Duties / Responsibilities
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.
Incident and Problem Management
In respect to Incident and Problem Management, Field Service Engineers are expected to:
Monitor & own Incidents assigned to them.
Maintain and report accurate incident status and investigation information to the Service Desk on a regular and timely basis.
Escalate Incidents, when necessary.
Demonstrate the ability to address issues visible to them that have yet to be highlighted by the Customer. In this scenario, Incidents are raised by the Field Service Engineer and managed via the Incident Management process.
Investigate and diagnose the underlying causes of Problems as required by Problem Management.
Change and Release Management
With respect to Change and Release Management the Field Service Engineer may:-
Provide assessment or inputs for a Change to be raised
Test and implement the Change as planned and agreed once the RFC for that Change has been authorised
Where spares are held by, or under the control of Field Service, they will ensure that the status, location and condition of all spares is clearly marked on the configuration item. Spares held under the control of Field Service must be stored securely and appropriately and faulty or excess spares should be returned promptly.
The Field Service Engineer is responsible for notifying Configuration Management or the Service Desk of any incorrect information held about a Configuration Item or its change of status. This notification includes spares.
Follow Capita on twitter @capitacareers
Follow Capita on facebook @careersatcapita
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