Senior Field Service Engineer

Ideal location - Stoke on Trent
Salary - £27000 - 29000
Hours: Monday to Friday, pick up kit by 08:30 as local PUDO working on client site up till 17:30, overtime available
Benefits: Car + Parking cards and Fuel cards + Pension + on call payment
Start date - ASAP
We have an exciting opportunity for a Senior Field Service Engineer to join a blue chip organisation on a permanent basis in Stoke on Trent .
Senior Field Service Engineer will be required to fault find and repair a variety of IT equipment including Servers, PCs, Laptop, printer and point of sales systems (EPOS) at various Customer locations across the UK. Ensuring company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. You must be an experienced time served "Field Service Engineer", a confident communicator at all levels and work well as part of a team. The position will report into Team Leader/Resource Managers (Field) but will also have critical relationships with Call Control and Technical vetting teams with Field Services.
The role will involve :
* Capable of working independently and remotely, required to perform on site troubleshooting on a wide range of products in a software or hardware environment.
* Proficient in the installation, configuration and support of Server/Desktop/EPOS environment and in addition, be able to connect and install client software for various networking platforms at various customer locations in the UK.
* Ability to follow documented procedures and adhere to safety and ESD precautions at all times.
* Be able to demonstrate strong problem solving techniques with the ability to adapt and learn on the job.
* Develop, grow and maintain professional working relationships with all internal stakeholders.. Call Control, Tech Vetting teams.
* Ensure process, procedural and contractual agreements are being followed correctly.
* Endeavour to provide all customers with the best level of customer service and support.
* Complete documentation including Field Service Call reports and Customer Checksheets and ensure these are returned within SLA timescales.
* Work proactively with call allocators to ensure SLA's are met in the most economic way.
* Have a solid understanding of customers SLA requirement and use initiative to ensure the expectation is met and exceeded
* Any additional activity as directed by Senior Management
Key Experience
* Have an excellent working knowledge of Server/PC architecture, knowledge of Windows Operating systems, break fix and troubleshooting of Servers, Desktops, EPOS, Laptops, and Printers.
* Manufacturer recognised accreditations, I.E. HP/IBM/Dell. Both Server and Desktop.
* At least 6 years customer facing IT industry experience.
* Capable of working independently on a wide range of products.
* Excellent communication skills.
* Excellent proven organisational and customer service skills.
* Able to work under pressure.
* Able to maintain a consistent high standard of quality and professionalism.
* Excellent Time management skills.
* Team Player - ability to work as part of the team to deliver operational excellence.
* Awareness of ITIL methodologies and best practice.
* Previous employment in a similar role.
* Ability to show flexibility to help the changing needs of the team.
* Adhere to company standards and procedures at all times unless otherwise directed.
* Maintain excellent customer relationships.
* Maintain high levels of Punctuality, Communication, Attitude, Competence and Quality of Service
* Maintain all appropriate Manufacturer Server Accreditations where app
Senior Engineer main skills
* MUST be able to obtain security clearances, BPSS & SC, (NPPV3 great to have but not essential)
* X86 Server Hardware break fix Skills (can replace all components, upgrade Bios/firmware)
* Laptop Hardware break fix skills (replace all components)
* Must be able to hold Main vendor certifications on Servers & Laptops (Dell, HP, Lenovo)
* Will form part of an on call rota covering 24*7*365 call outs
Senior Engineer good to have experience/skills
* Netapp - major advantage to hold this
* Retail/Point of Sale (POS)
Personal Attribute
* Highly enthusiastic, approachable and self motivated to achieve targets.
* Ability to prioritise workload effectively.
* A Methodical and accurate approach to the job is critical.
* Team focused - a genuine passion to deliver excellence through continuous development and improvement.
* Be able to remain positive at all times and influence those around you.
* Excellent communicator who can remain objective and focussed with Customers and Internal Agencies alike.
* Good relationship management skills.
* Previous Senior Field Engineer experience desirable.
* Analytical, with exceptional attention to detail.
* Innovative thinking, in terms of service quality and improvements
* Full UK Driving Licence.
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