As a Field Engineer, you will be responsible for assisting in Field Team Leader in overall operation & support for our customers. This will be including support our customers with requests and incidents remotely and on site. Additionally, you will be a point of contact for the main Service Desk Team supporting our workshop, 1st line, 2nd line & 3rd line teams during day-to-day operation.
Job Role Responsibilities
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-Provide 1st - 3rd line technical support for all customers
-Ensure customer incidents are resolved as quickly as possible (on and off-site)
-Take responsibility and exceed department Service Level Agreements
-Work closely with 1st and 2nd line technical support and other field engineers to ensure a high level of communications is maintained
-Provide technical guidance to the helpdesk team and field engineers
-Create and maintain strong relationships with other business units
-Ensure that customer and Bechtle equipment/goods are installed to appropriate standards and industry best practice
-Provide occasional support of managed services operations, including involvement of weekend tasks
-Provide assistance to service team for technical design, implementation and support of customer incidents and projects
-Undertake customer audits and create appropriate documentation
-Create and maintain suitable customer infrastructure / service documentation
-Assist with the planning of internal and customer project work
-Accountable for the change control process and the upkeep of digital records
-Ensure that each service incident or installation is tested as per the client’s sign off process and that this information is stored correctly
-Assist in the training and development of service helpdesk staff and field engineers
-Work under own initiatives as part of the service team to ensure high quality support to clients
-Undertake tasks identified by service helpdesk, service team leader or technical manager
-Undertake any other duties as required, which are deemed necessary to satisfy the needs of Bechtle
-Ensure incident information is recorded accurately and in a timely manner
-Ensure job sheets are accurate and completed daily
-Keep appraised of new and emerging technologies
-Seek and highlight additional opportunities whilst reviewing customers infrastructures
-Suggest improvements for the on-going development of the service department
Job Requirements
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-Self-motivated with a positive attitude
-Excellent communication and organisational skills and a team-oriented mindset
-Ability to work in a dynamic environment where hard work and fun are the key ingredients
-Ability to work as part of a team and display teamwork.
-Can work on own intuitive
-Good written skills on job reporting and documentation
What we offer
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-Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)
-Northampton based with a modern, up to date living space and ample parking.
-Culture – Social events, Supportive, Fun, Hard working
-Perks – Incentives (holidays, vouchers, lunches, spot prizes)
-Top of the range technology in office and for home working (laptops, screens, etc)
-Subsidised health care/medical benefits
-Annual Leave – 25-30* days plus B.H’s + optional 2 weeks unpaid. *Increases with time spent
-Progression Plan – training & mentor programme.
Experience
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-Minimum 2 years experience in a role of supporting servers, networks, printers, PC’s and applications. Ideally this would have been gained within a field role
-Proven experience of enterprise / mainstream technologies and applications primarily focused on Microsoft front/backend products as well as anti-virus and backup platforms and operations
-Experience with other enterprise / mainstream technologies and applications such as Citrix, VMware and Cisco are desirable
-Relevant experience of managing, maintaining and supporting peripheral equipment including routers, switches, hubs, UPS’s, printers etc
-Industry recognised accreditations such as MCP, MCSA, MCSE, CCA, CCNA are highly desirable
Reports to: Field Team Leader
Jenny Careless | Human Resources | jenny.carelessbechtle | +44 (0) 1249 467935
