Curvature Field Service Specialist / Systems Engineer South East Region in Nationwide, United Kingdom

Field Service Specialist / Systems Engineer South East Region


Nationwide, United Kingdom

Field Service Specialist / Systems Engineer required for South East Region

Key Responsibilities and Accountabilities

  • 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 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 in order to meet business objectives

Person Specification

  • Must have experience in HP server and storage devices.

  • 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.

  • 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.

  • Strong organisational skills.

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

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

  • 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

Knowledge, Skills, Behaviours and Attitudes Required

Knowledge The post-holder must have proficient knowledge in the following areas :

  • IT Multivendor Awareness

  • Stakeholder Needs, Wants and Expectations

  • IT Service Procedures and Best Practice

  • Strong IT Technical Skills across multivendor platforms

Skills The post-holder must possess the following skills and key competencies :

  • Communication, Listening and Interpersonal

  • Analytical and Problem Solving

  • Time Management, Prioritisation and Organisational

  • Administration

  • Customer Service

  • Accuracy and Attention to Detail

Behaviours and Attitudes The post-holder must demonstrate the following behaviours and attributes:

  • Flexible and Adaptable

  • Reliable and Hardworking

  • Acts with Honesty and Integrity

  • Dedicated and Committed

  • Professional and Approachable

  • Team Player

Closing date: 12pm on Friday 21st July 2017

Please note that the closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications have been received. We therefore encourage applicants to apply early to be considered for this role.