The role of Network Field Service Engineer is part of an on-site team responsible for the provision of a Managed Service to two highly secure Central London customer sites. This is an Operational site based service for managing contractual SLAs, ensuring that all device failures and incidents relating to device issues are resolved in a timely manner, and that all customer SLAs are achieved. The Network Field Service Engineer will represent the business on customer sites on a daily basis and it is imperative that they operate with professionalism at all times.
Physically install switches/network equipment
Configuration of switching infrastructure
Configuration of Aruba Wireless Access Points
Copper/fibre patching
Experience of network cabling installation
Experience of surveying and planning network cabling routes
Ability to problem solve and fix wired network issues with support from wider team
Maintain network availability for customers by documenting routine maintenance practices, failover testing, and participating in the implementation of best practices in your technical specialism
Replacing faulty network hardware components when required (switches, Access Points and any associated peripherals
Troubleshooting technical faults and regularly updating customers on progress of incidents, problems and changes by telephone and email in a professional manner
Maintaining Roc and customer ITSM systems with high quality work notes detailing progress, actions, and plans
Working as part of an on-call rota to provide Onsite services for all P1 and P2 incidents, this will involve attending site to replace hardware (where necessary)
Contact third parties/vendors to log and progress support calls, request and progress technical advice from our customers
Identifying and recommending improvements for the service
Work closely with the Managed Service team on continual service improvement programmes/workstreams
Liaison with internal departments, vendors and suppliers where required
To ensure all requests meet or exceed the contractual Service Level Agreements
Maintain high customer-care levels at all times.
Actively seek to improve and grow own skill and knowledge in appropriate areas
Knowledge of both Aruba switching and wireless
Knowledge of best practice network LAN cabling
Aruba Experience: ASCPACMP qualified
Network Security knowledge
Network cabling installation and surveying experience
Self-starter, with the ability to work alone/unsupervised
A team player but able to work independently and be self-motivated
A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels
Ability to work to tight timescales without sacrificing quality
Professional and diligent
Flexible, resilient and tenacious – able to demonstrate ownership of issues and service excellence
Must be eligible for SC and NPPV3 Clearance
To submit your application for this role, email your CV to our recruitment team at recruitment@roctechnologies.com