The role of Network Field Service Engineer is part of an on-site team responsible for the provision of a Managed Service in Preston.
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.
Physically install switches/network equipment
Configuration of switching infrastructure
Configuration of Juniper Wireless Access Points
Ability to problem solve and fix wired network issues with support from wider team
Maintain network availability for customers by documenting routine maintenance practices
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 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
Maintain high customer-care levels at all times
Knowledge of both Juniper switching and wireless
Knowledge of best practice network LAN cabling
Juniper Experience
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
Evidence of working in a team
Customer facing experience as part of an IT support role
Able to work in a fast-paced environment