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Senior Field Services Engineer, Essexat CDW Careers (UK)

Job ID: 
11843
Team: 
Information Technology
Post Date: 
04 Apr 2024
Location: 
London, United Kingdom
Eligible For Remote Work: 
Yes
Contract Type: 
Permanent (Full-time)
Travel: 
100%
Security Clearance Required: 
Yes - Must be able to obtain
Security Clearance Level: 
Baseline Personnel Security Standard Check (BPSS)

Description

ABOUT CDW

CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

CDW prides itself on being People Who Get IT and People who get People. Our relationships are fuelled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, youll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true selfand your best ideasto CDW. Because diverse perspectives bring forth better problem solvingand better solutions for our customers on a rapidly evolving technology landscape.

JOB SUMMARY

Senior Field Service Engineer will be required to fault find and repair a variety of IT equipment including Servers, PCs, Laptop, printer and point of sales systems (EPOS) at various Customer locations around Essex. Ensuring company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. You must be an experienced time served Field Service Engineer, a confident communicator at all levels and work well as part of a team. The position will report in to Team Leader/Resource Managers (Field) but will also have critical relationships with Call Control and Technical vetting teams with Field Services.

KEY RESPONSIBILITIES

  • Capable of working independently and remotely, required to perform on site troubleshooting on a wide range of products in a software or hardware environment.
  • Proficient in the installation, configuration and support of Server/Desktop/EPOS environment and in addition, be able to connect and install client software for various networking platforms at various customer locations in the UK.
  • Ability to follow documented procedures and adhere to safety and ESD precautions at all times.
  • Be able to demonstrate strong problem solving techniques with the ability to adapt and learn on the job.
  • Develop, grow and maintain professional working relationships with all internal stakeholders.. Call Control, Tech Vetting teams.
  • Ensure process, procedural and contractual agreements are being followed correctly.
  • Endeavour to provide all CDW customers with the best level of customer service and support.
  • Complete documentation including Field Service Call reports and Customer Checksheets and ensure these are returned within SLA timescales.
  • Work proactively with call allocators to ensure SLAs are met in the most economic way.
  • Have a solid understanding of customers SLA requirement and use initiative to ensure the expectation is met and exceeded.
  • Any additional activity as directed by Senior Management.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

QUALIFICATIONS, SKILLS AND EXPERIENCE

  • Have an excellent working knowledge of Server/PC architecture, knowledge of Windows Operating systems, break fix and troubleshooting of Servers, Desktops, EPOS, Laptops, and Printers.
  • Manufacturer recognised accreditations, I.E. HP/IBM/Dell. Both Server and Desktop.
  • At least 6 years customer facing IT industry experience.
  • Capable of working independently on a wide range of products.
  • Excellent communication skills.
  • Excellent proven organisational and customer service skills.
  • Able to work under pressure.
  • Able to maintain a consistent high standard of quality and professionalism.
  • Excellent Time management skills.
  • Team Player ability to work as part of the team to deliver operational excellence.
  • Awareness of ITIL methodologies and best practice.
  • Previous employment in a similar role.
  • Ability to show flexibility to help the changing needs of the team.
  • Adhere to company standards and procedures at all times unless otherwise directed.
  • Maintain excellent customer relationships.
  • Maintain high levels of Punctuality, Communication, Attitude, Competence and Quality of Service.
  • Maintain all appropriate Manufacturer Server Accreditations where applicable.

ESSENTIAL ATTRIBUTES

  • Highly enthusiastic, approachable and self motivated to achieve targets.
  • Ability to prioritise workload effectively.
  • A Methodical and accurate approach to the job is critical.
  • Team focused a genuine passion to deliver excellence through continuous development and improvement.
  • Be able to remain positive at all times and influence those around you.
  • Excellent communicator who can remain objective and focussed with Customers and Internal Agencies alike.
  • Good relationship management skills.
  • Previous Senior Field Engineer experience desirable.
  • Analytical, with exceptional attention to detail.
  • Innovative thinking, in terms of service quality and improvements within the boundaries of CDWs limits (SLAs, call handling, system processes etc.)
  • Full UK Driving Licence.

ABOUT CDW

CDW is arguably one of the smallest big companies you will ever work for. We believe that its the people that make IT happen and that by having a culture of passionate people with clear and common goals, we can achieve amazing things.

Our relationships are fuelled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, youll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true selfand your best ideasto CDW. Because diverse perspectives bring forth better problem solvingand better solutions for our customers on a rapidly evolving technology landscape.

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