Field Service Engineer in Wideopen

The Field Service Engineering team plays a vital role in ensuring our betting shops remain operational, safe and ready to serve customers.

We provide field-based technical support across our retail estate, maintaining the technology and equipment that enables colleagues to deliver a great customer experience every day.

Working closely with Shop Operations, Retail Managers, Service Delivery, Technology teams and third-party suppliers, we respond to incidents, complete planned maintenance, install new equipment and support shop openings, closures and refurbishment programmes.

What you will be doing

• Provide onsite technical support for retail stores, offices, racecourses and operational locations, following all security, health & safety, and company policies while working onsite.
• Diagnose and resolve incidents involving EPOS systems, payment devices, display systems, networking equipment, and peripheral devices.
• Install, configure, and replace hardware in accordance with company standards.
• Deliver planned technology rollouts, upgrades, and refresh programmes.
• Carry out preventative maintenance to reduce service disruption.
• Ensure incidents and service requests are accurately recorded and updated within the Service Management system and Manage field stock, equipment, and spare parts responsibly using our Asset system.
• Escalate complex technical issues where appropriate while maintaining ownership through to resolution.
• Support new store openings, relocations, refurbishments, and store closures.

Who we are looking for

We are committed to responsible gambling, and we are looking for people who can support our ethos. To apply to this post, you will have:

• Experience working as a Field Service Engineer, supporting multiple customer or retail locations, with excellent problem-solving and decision-making skills, with the ability to work independently and prioritise workload across a geographical region.
• Proven ability to diagnose and resolve faults across a range of retail technology and operational equipment.

And have strong customer service skills with the ability to build positive relationships with Shop Managers, retail colleagues and third-party suppliers.

• Good understanding of hardware maintenance, equipment replacement and preventative maintenance practices.

With the ability to identify root causes of equipment failures and implement effective solutions to minimise repeat incidents.

And experience working within service level agreements (SLAs), balancing reactive incidents with planned maintenance and project work.

• Excellent problem-solving and decision-making skills, with the ability to work independently and prioritise workload across a geographical region.

And a Full UK driving licence and willingness to travel extensively, including occasional overnight stays where business needs require.

• Good written and verbal communication skills, including maintaining accurate service records and updating stakeholders on progress.

What we offer

Our roles offer more than just a job, you’ll become part of the evoke family!

We have created an environment where our people can thrive.

Check out some of the fantastic benefits on offer

• Family Support - Industry-leading maternity and paternity leave and paid time off if you have caring responsibilities.
• Perks and discounts - Discounts at a range of high-street retailers
• Financial compensation, pension, and bonus schemes.
• Health & wellbeing - Tools and services to help support your well-being, including support with mental health and financial education.

You will also have access to gym discounts and our cycle to work scheme.

• Hybrid working - Our employees can work from home up to 80% of the time with 20% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!

More about evoke

We’re a business that embraces change and progress.

The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings.

Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences.

That’s the future.

That’s evoke.

At evoke, you’ll benefit from flexibility and a culture built on trust.

We’ll give you the space to be yourself and the tools you need to protect our customers while they play.

We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.

At evoke, we prioritise diversity, equity, and inclusion for the benefit of our company, employees, and communities.

We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

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