Field Service Specialist

Shaw Daniels Solutions Ltd
Cheshire, UK
06 Aug 2019
04 Sep 2019
Contract Type
Full Time
Responsible for providing support to our customers for their IT requirements to meet contractual SLA's, including liaising with customers and users, attending sites and facilitating high quality field service. This field service role will be covering the North of the UK

Primary Responsibilities

* To receive, investigate, and respond to technical assistance requests and warranty claims in a professional manner.

* To ensure compliance with customer and internal Service Level Agreements.

* To ensure that a high quality, professional profile is maintained in all aspects of field service.

* To be responsible for general fault maintenance calls and the arrangements for parts to be ordered where required.

* To mentor less experienced members of staff.

* To deal with general support calls, to include Project and Transition calls.

* To be involved with pre-sales technicalities.

* To participate on regional 24/7 out of Hours Rota where required in line with business needs.

* To act as 'cover' engineer on Out of Hours when/if required.

* To analyse information and evaluate results to choose the best solutions and solve problems.

* To identify complex problems and review related information to develop and evaluate options and implement solutions.

* To train staff in work procedures, including third party contractors.

* To work closely with others within the Service Operations Department. To include Service Delivery, The Service Desk, Logistics, and Purchasing in order to ensure high customer service levels are provided at all times.

* To maintain accurate information through internal systems and documentation and recording customer updates as and when required.

* To maintain up to date technical knowledge and expertise in accordance with industry standards.

* To maintain and build relationships with customers to assist in sales and maintenance activities.

* To monitor own progress towards business and individual objectives.

* To comply with the Health and Safety at Work Act 1974, adhering to the Health and Safety Policy and associated procedures, ensuring the health and safety of oneself and others

* To adhere to the company's policies and procedures, maintaining a professional standard of conduct and upholding the reputation of the company at all times

* Any other duties as required by the business

Minimum Qualifications

Must have experience in HP server and storage devices.

Previous experience of working within the IT Maintenance Services Industry.

Experience of providing support to external customers, and IT System Engineers with the ability to provide a professional and reliable service at all times.

Must have strong written and verbal communication skills, including the ability and confidence to liaise directly with customers.

Must have own vehicle along with a full clean driving licence

Must be flexible to work outside of core business hours where business needs require.

Preferred Qualifications

IBM, Storage, Tape, Controllers and Mid-range to include I and P Series desirable.

Experience with Sun, Dell, and HP hardware, Netapps, Fujitsu Prime Power, EMC, Cisco, AIX, Hitachi storage and tape drive technology, desirable

Strong organisational skills.

The ability to effectively prioritise and execute tasks in a fast-paced, high pressure environment.

Competent and confident in the use of technology with good analytical skills.

Plan and prioritise one's own workload, act on own initiative and effectively manage a multi- faceted workload.

A confident and adept communicator with the ability to persuade, influence and quickly establish effective working relationships.

Satisfactory employment verification commensurate to the requirements of the role

Similar jobs

Similar jobs