IT Field Service Engineer, Level 2 – Waterford
Job Purpose: Onsite delivery of Radius technical services, to carry out installation and support services as per specification as SAM instructions, update tickets and report to nominated management on completion and escalation.
Tasks and Responsibilities include:
- Read, query and clarity installation specification with the nominated SAM
- Work with Dispatch/Purchasing department to sign off stock and parts as required to meet the installation specification
- Attend client site at the appointed time, liaise with the client on intended installation time scale and methods/process to be used, if required
- Carry out the job as directed, liaise with the client on completion and ask for confirmation and if there is anything else required on-site, ensuring 100% satisfaction from the client on the install
- Escalate any significant changes or additions to the SAM or Scheduling department when on-site to seek clarification
- Confirm install is completed and Client of happy with everything, update ticket time, update content and close ticket
- Inform Scheduling on completion and availability for re-scheduling
Business Standards
- Take personal responsibility for determining and satisfying the needs of your internal and external customers, ensuring total customer satisfaction as the basis for future business
- Maintain co-operative and productive inter-departmental relationships and procedures to deliver exceptional customer services at all times
- Uphold the company core values, “Quality of service and professionalism”
- Communicate ideas for improvement aimed at enhancing performance and effectiveness at company team and personal levels
- When required participate in activities relating to a) standard operating procedures, b) training and development, c) performance reviews
- From time to time to facilitate cover, you may be asked to carry out 1st level helpdesk services, you will be required to familiarise yourself with these tasks to facilitate the provision of same
- From time to time your manager may ask you to undertake additional responsibilities or tasks outside of your usual remit.
Specific Performance Measurements
- Tasks and job completed within the time allocated and on the Installation specification
- Ticket updated with all times, comments and configurations updated and captured
- Informing the Scheduling department on completion and attending site at the appointed time
- Inform the SAM on completion and any changes pre SAM follow up with client
- Escalation to SAM of any future recommendations/follow-up etc
- Ability to communicate with clarity – to scheduling the SAM and the client
Details of any minimum competencies required
- Customer service training
- Min. 3 years’ experience in Field service
- Microsoft training on Office 365
- 3 years server and network experience
- Technical qualifications
- manual handling training
- Firewall / security training
- Connectwise training
- Full Driving License
Details of any specialist competencies required
- Server 2016 training
- CCNA training
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