2nd Line Field Engineer

Job Description

Job Title: Field EngineerLoation: Newcastle Salary: CompetativeRole ProfileOverview:One of Jackson Hoggs leading clients is looking for a Field Based Engineer.This is a field-based role providing telephone, email and remote support for external customers within our client base. Providing hardware fixes and resolutions to a wide range ofvarious scenarios. Including the repair and installation of servers, networked desktop PCs, printers, peripherals and software. Ensure that all calls are investigated and resolve support calls/incidents within the defined contract SLA. Provide excellent communicationto ensure that the helpdesk analysts and helpdesk coordinators are fully updated with the progress of calls, and follow up calls can be made to the client base.Pass through timely and accurate updates to other staff and escalate any call which the engineer team leader or head of service should be aware of in order for them to deal appropriately with outstanding or aged issues.Looking to resolve all issues on site and only bringing items away where absolutely unavoidable.Core Responsibilities:

• An understanding and appreciation of business/clients priorities
• Attending client sites to carry out hardware or software repairs/fixes
• Resolving faults quickly and effectively on a variety of Servers, PCs, printers and assorted peripherals
• Ability to work as part of a team and unsupervised as required
• Ability to apply a calm and considered approach to all support calls/incidents
• Liaise with the Engineer Team Leader to schedule and diary workload
• Ensure where necessary that support calls/incidents are followed through to completion and escalate calls where necessary
• Ensure no return visits to site are necessary
• Ensure that the incidents/support calls are constantly updated
• Carry out hardware site audits
• Work as a team with your colleagues to discuss/suggest future improvements to the practices and processes used within the helpdesk/field support environment

Essential Criteria:

• 2+ years experience in IT support and customer facing environment
• UK driving licence
• Awareness of working within contract SLAs
• Good knowledge of LAN environments
• Knowledge and experience of all versions of Microsoft Windows clients and server OSs, including typical day to day issues presented by them
• Excellent knowledge of PC/Server hardware in order to carry out hardware repairs
• Understanding of Networking Devices
• Knowledge of antivirus products
• Ability to research a problem and find a solution using online resources

• Good customer service skills
• An effective team player
• Able to plan and prioritise workload
• You will be self-driven and highly motivated
• A logical approach to handling different incidents and situations, applying experience and common sense to new situations including 3rd party applications

Desirable:

• Experience of field based work
• Server Hardware experience such as RAID technologies and their configuration.
• Knowledge of backup products such as Arcserve, BackupExec and others
• A+, Network + Certification, MCP or equivalent

For more details please contact Ben.halliday@ jacksonhogg.com