Field Engineer (Networking)

The Cross Technology Service Delivery Field Support Engineer is an entry level engineering role, responsible for providing a professional first-line remote and/or onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution. The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions. The Cross Technology Service Delivery Field Support Engineer is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

Responsibilities

• Installation and testing cabling between devices at customer data centre sites, both fibre and copper.
• Attending fault calls on network devices at customer sites, working with remote client or NTT Global support teams to resolve issues.
• As part of a rota, fulfil the admin role to receive dispatch requests from NTT Global Delivery centre teams and carry out in country dispatching of engineers and/or parts as required.
• Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
• Ensures that any software that is part of the solution is installed and configured according to client requirements.
• Proactively identifies problems and errors as they occur and logs such incidents in a timely manner.
• Liaises with all stakeholders including client IT environments, carriers and colleagues to expedite diagnosis of errors and problems.
• Investigates first line support calls assigned and identifies the root cause of incidents and problems.
• Responds to and diagnoses all alerts, escalating to L2 Field Engineer when unable to resolve within the stipulated time.
• Ensures incidents are updated with progress and resolution details in a timely manner.
• Ensures the efficient and comprehensive resolution of incidents and requests.
• Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
• Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
• Provides first line remote and onsite technical support to clients.
• Reports and escalates issues to 3rd party vendors if necessary.
• Follows the required handover procedures for shift changes to ensure service continuity.

Qualifications

There is a requirement to be part of rotas for out of business hours cover for both engineering and dispatching parts of the role.

What we’ll offer you

We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.

Equal opportunity

We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are also a proud Disability Confident Committed Employer - we are committed to creating a diverse and inclusive workforce.