Field Service Engineer (Computer Hardware)

We are actively recruiting for a Field Service Engineer for our client and this role will be covering the Basingstoke, Reading & London areas. The successful candidate will be responsible for providing service and support to clients by resolving assigned open tickets as quickly and as effectively as possible.

Roles and Responsibilities:

• Arrive at first Service Call by 9am (unless otherwise agreed by Management).
• Accept last Service Call to 4.30pm (unless otherwise agreed by Management that the service call cannot be completed that day).
• Call the client before site visit to ascertain whether you can clear the call over the phone or advise them that you are on route.
• Work in tandem with the Company Service Call Control systems and in particular the escalation procedure.
• Carry out Minimum Call Procedure on every Service Call as per the issued guidelines.
• Communicate with the Helpdesk ProActive coordinator if not able to complete the call within 1.5 hours of arrival to site or if asked to look at another machine or issues.
• Complete service calls via Link-in connection with all correct details, including part numbers for return to fit bookings and correct meter readings.
• Return all parts for warranty; Kyocera, Canon etc. or where asked for, Konica Minolta; back to the Head Office SDD along with the warranty sheet, samples and list prints.
• Maintain tool kit to a sufficient level enabling standards to be upheld, including issued technology e.g. tablets and phones.
• Respond within specific Response Time constraint.
• Observe correct Static Electricity prevention precautions when transporting, storing and handling static sensitive printed circuit boards.
• Understand in full all the relevant tools that need to be used for meter readings and maintenance support, including PPA, CSRC and e-maintenance.
• Observe relevant H&S Law and risk assessments as per issued guides.
• When visiting customer premises, ensure that your attendance is recorded upon arrival and that you observe the correct standard of dress as detailed in the company guide and maintain appearance to an acceptable level whilst employed on Company business.
• Complete any relevant training, whether machine, solution or IT as set out by the Field Service Manager, within the set time frame agreed, and then to maintain that knowledge to the best of your abilities.
• Maintain and use all relevant online support tools and sites to enable you to fix any issue.
• Any other suitable activity as designated by the ProActive Service Delivery department, including Installations, helpdesk support, workshop support (PDI).
• Understand and maintain what our clients portfolio of products and services are. Pass on any relative leads to sales via the correct procedure.
• Provide initial support on any software product loaded on a device within our clients Portfolio and pass to Software Consultants if escalation of faults are needed.

Requirements:

• Hardware trained on Kyocera/Canon/Konica Minolta.
• Knowledge and understanding of Microsoft networks.
• Experience with DHCP, DNS, TCP/IP, LDAP, Active Directory.
• Understanding of Print Management and Document Management software products.
• Konica Minolta and Canon accreditations must have been achieved to professional level and intermediate respectively.
• Excellent verbal and written communication.
• Flexibility and adaptability to meet business requirements, particularly during busy periods when overtime may be required.

Desirable but not essential:

• MCP/COMPTIA certification.
• Equitrac/Papercut/PCounter experience.
• Training on HP/Samsung Equipment would be of benefit.

Days of work: Monday to Friday

Salary: £32,000pa with increase to £34,000pa on successful completion of 6 month probationary period. Company car provided.

Apply today to be considered for this role and we will be in contact if shortlisted.