The Field Engineer role is responsible for delivering high-quality on-site engineering services to Smart CT clients, primarily across the Midlands area. Working as part of a nationwide network of skilled engineers, the role provides reliable, professional break-fix support at a wide range of client locations.
The primary purpose of the role is to install, deploy and configure IT hardware safely and effectively, ensuring each assignment is completed to the required technical, quality and customer-service standards. The Field Engineer will represent Smart CT on site, communicate clearly with clients and colleagues, and contribute to the consistent delivery of dependable networking services.
Following completion of the required training, the post holder will participate in the on-call rota, typically providing on-call cover for one week in every four, to help maintain responsive support for customers outside normal working hours.
Key Responsibilities
Installation and deployment
- Install, maintain and deploy IT networking and point-of-sale hardware at client sites, ensuring safe working practices and seamless integration with existing systems.
- Configure hardware in line with client specifications, technical instructions and Smart CT quality standards.
- Test completed installations and confirm that equipment is operating correctly before leaving site.
- Install and position footfall cameras and associated hardware in line with customer specifications, site survey information, technical drawings and agreed installation standards.
- Ensure cameras are securely mounted, correctly aligned and connected to the relevant network, power and reporting systems, minimising disruption to the customer’s normal operations.
- Configure and test footfall camera installations to confirm accurate operation, connectivity and data capture before leaving site.
- Record all installation details accurately, including camera location, asset information, configuration notes, test results, photographs and any customer sign-off required.
- Identify and elevate any site issues that may affect installation quality, camera coverage, privacy, health and safety, or customer requirements.
- Install footfall equipment in a privacy-aware manner, following customer instructions on camera placement, signage requirements and any site-specific data protection controls.
Troubleshooting and service delivery
- Diagnose and resolve technical issues arising during installation, maintenance or break-fix activity, working efficiently within agreed service-level requirements.
- Escalate unresolved or complex issues promptly, providing clear and accurate information to support effective resolution.
- Manage time, travel and assigned workload effectively to meet appointment times, deadlines and customer commitments.
Client service and communication
- Work closely with clients to understand site requirements, explain the work being undertaken and provide professional technical support.
- Represent Smart CT positively at all times and maintain high standards of customer care, communication and site conduct.
- Collaborate daily with the Service Desk, providing timely updates and constructive feedback to support positive customer outcomes.
Performance Measures
Performance will be reviewed regularly against a balanced set of operational, service and behavioural measures. Individual expectations and targets will be agreed with the Regional Engineering Manager and may be adjusted to reflect customer contracts, workload and business requirements.
Utilisation and productivity
How performance is measured: Productive engineering time, completion of assigned jobs and effective management of travel and working time.
Expected standard: Meets the agreed utilisation target for the region and workload.
SLA and attendance
How performance is measured: Arrival within agreed response times, punctuality for appointments and completion within customer SLAs.
Expected standard: Consistently meets contractual and internal service standards.
Quality and first-time completion
How performance is measured: Accuracy of installations, successful testing, repeat visits, avoidable escalations and adherence to technical and safety procedures.
Expected standard: Right-first-time delivery with minimal avoidable rework.
Job records and communication
How performance is measured: Timeliness, completeness and accuracy of job notes, asset information, Service Desk updates and required evidence.
Expected standard: All records completed accurately within required timescales.
How performance is measured: Customer feedback, professionalism on site, clarity of communication and effective handling of concerns.
Expected standard: Consistently positive feedback and no substantiated service concerns.
Values and conduct
How performance is measured: Demonstration of Smart CT values, teamwork, reliability, safe working, policy compliance and contribution to continuous improvement.
Expected standard: Consistently demonstrates the expected behaviours and standard.
Specific targets will be set and reviewed by the Regional Engineering Manager, taking account of contractual requirements, regional demand, training and any agreed reasonable adjustments.
Technical aptitude: Applies strong networking and cabling knowledge across a range of technologies, including Cisco, to install and support equipment accurately and safely.
Problem solving: Diagnoses faults methodically, identifies practical solutions and resolves issues efficiently within tight deadlines and agreed SLAs.
Customer focus: Communicates clearly and professionally, listens to client needs and takes ownership of delivering a positive service experience.
Reliability and organisation: Demonstrates excellent timekeeping and punctuality, plans journeys and workload effectively, and maintains accurate records.
Initiative and improvement: Works with a self-motivated, can-do approach, takes ownership of problems and identifies opportunities to improve processes and service delivery.
Adaptability and teamwork: Adapts calmly to changing environments and unexpected challenges, while collaborating effectively with engineers, the Service Desk and other colleagues.
Smart CT values – how we work
Positivity: Brings energy and enthusiasm, faces challenges openly and responds quickly when customers need us.
Preparation: Plans before executing, uses data and facts to make decisions, and challenges every proposal for customer impact.
Curiosity: Keeps learning about customers, vendors and the market to improve performance.
Continuous Improvement: Is accountable for own development, sets a high bar and acts early before challenges become problems.
Considerate: Operates ethically, values diversity and inclusion, and shows respect to colleagues, customers and suppliers.
Experience and knowledge
- Practical experience of installing, maintaining and troubleshooting IT networking, cabling and point-of-sale hardware.
- Strong working knowledge of networking technologies, including Cisco equipment.
- Experience of working independently at client sites and delivering work within defined service levels and timescales.
- Clear written and verbal communication skills, with the ability to provide accurate technical updates and documentation.
- A full, clean UK driving licence is required.
- Experience using ServiceNow is desirable but not essential.
- Existing Security Check (SC) clearance is desirable but not essential.
The Field Engineer role provides opportunities to develop deeper technical expertise, take on more complex assignments and progress into senior engineering, technical specialist or people-management positions. Progression will be based on sustained performance, capability, business need and the availability of suitable roles.
ENTRY ROUTE: Trainee / Junior Field Engineer
Builds core technical, safety and customer-service skills through structured training, accompanied visits and supervised assignments.
Delivers installations, maintenance and fault resolution independently, meets service standards and provides a consistently professional customer experience.
NEXT STEP: Senior Field Engineer / Technical Specialist
Demonstrates strong and sustained performance, resolves complex incidents, develops specialist knowledge, supports colleagues and contributes to technical or process improvements.
FUTURE: Lead Engineer / Regional Engineering Manager
Provides technical or regional leadership, coordinates resources, coaches engineers and takes wider responsibility for service quality, performance and customer outcomes.
Development support
- Structured induction accompanied site visits and role-specific technical training.
- Relevant vendor and industry certifications, including networking and Cisco technologies where appropriate.
- Coaching, mentoring and opportunities to shadow experienced engineers or support complex projects.
- Development in fault diagnosis, customer communication, planning, leadership and continuous improvement.
Smart CT is an equal opportunities employer committed to creating an inclusive workplace in which everyone is treated with dignity, fairness and respect. We do not tolerate discrimination, harassment or victimisation, and employment decisions—including recruitment, pay, development and performance assessment, are based on role requirements, individual capability and merit. We welcome applications from suitably qualified candidates from all backgrounds and are committed to providing reasonable support throughout the recruitment process and employment.
Smart CT is also proud to be a Forces-friendly employer and a signatory to the Armed Forces Covenant. We welcome applications from members of the Armed Forces community, including veterans, reservists, service leavers and military families, and are committed to ensuring they are treated fairly and are not disadvantaged because of their service.
This job description is not exhaustive and may be amended in consultation with the post holder to reflect the changing needs of the business.
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