Job description
Field Service Engineer Specialist – Services & Support Team
Reports to: Service Manager, Network Operations Centre
Location: Maidenhead, office-based, with field work - 37.5 hrs/week, permanent appointment
Role Summary:
Our network operations center (NOC) is a centralized location where our staff provide supervision 24 hours a day to help monitor and manage our customers’ infrastructure. Our Support Engineers resolve issues, remotely and in the field, and more importantly take preventative steps to ensure many issues do not occur. We are seeking individuals who are knowledgeable, energetic, keen to learn and have a positive can-do attitude.
Key Responsibilities
Actively monitor and manage customer systems in accordance with contracted obligations
- Diagnose and resolve technical hardware and software issues
- Respond to requests for technical assistance
- In person, via phone or electronically via web portal
- Advise customers on appropriate actions
- Follow standard service desk procedures along ITIL methodology
Maintain and monitor project schedules and reporting
- Identify and escalate incidents where required
- Travel to customer sites as required:
- Fieldwork will be required as part of the role
- Installation, configuration and maintenance of radio systems
- Maintaining excellent and professional relationships with customers both internally and externally
Documenting and recording all work
Participating in an on-call 24/7 rotation
Essential Requirement
SC clearance will be a mandatory requirement for the role - candidates must either hold or be willing to undergo and successfully achieve SC clearance
Qualifications and Experience
- Candidates should ideally be qualified in or have demonstrable experience in some of the following technologies:
- Electronic and electrical engineering
- Wireless technologies
- Radio Frequency
- Networking
- IT & telecommunications
- Competent in the use of computers; PC and Servers
- Competent in Microsoft applications; Word, Excel, Power Point, Microsoft Projects and Outlook
- Knowledge of the Mobile Wireless Communications Industry including GSM/UMTS/4G/5G/Tetra
- Deployment and configuration of network management system software
- Service desk practices and requirements
- Familiarization with Microsoft and Linux operating systems
- Must be motivated, detail orientated, highly organized and able to handle a variety of tasks
- Strong communicator both orally and in written form
- Ability to work effectively both independently and as part of a team
- Work to deadlines in high pressure situations
- Pragmatic, target-focused approach to problem solving and delivery
- Demonstrates tenacity and credibility
- Flexible and open to new ideas and working practices
- Ability to promote and drive continuous improvement
- Professional approach, adaptable, demonstrates trust and confidence
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
Ability to commute/relocate:
- North Tazewell, VA 24630: Reliably commute or planning to relocate before starting work (Required)
Education:
- High school or equivalent (Preferred)
Experience:
- Field service: 2 years (Required)
Work Location: One location
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