- Reports to: Regional Engineering Manager - South
- Direct reports: None
- Location: Field based - London
- Contract: Full time, permanent
- Remuneration: Base salary, overtime, on call allowance, company vehicle + benefits
About Smart CT
Smart CT helps businesses succeed by keeping their technology connected. We deliver technology lifecycle services - Maintain, Deploy and Sustain - across networking, server and storage, and workplace technologies, supporting channel partners (MSPs, IT outsourcers, distributors and VARs) and end-user organisations.
We partner with MSPs, resellers and system integrators - including Toshiba, Fujitsu, Computacenter, SCC and CDW - to deliver end-to-end deployment, installation, project management, maintenance and end-of-life support.
Through our channel partners, we support large international multi-site organisations across the retail, public and government sectors. End customers include Lululemon, Greggs and Southern Co-op, to name a few, with solutions from Cisco, HPE Aruba, Meraki and other leading technology providers.
With 24/7 support, 2-4 hour engineer response, 40+ UK and European stocking locations and 99%+ SLA performance, we stand out from large, rigid competitors by being transparent, flexible and easy to do business with.
Purpose of the Role
The Field Engineer role is responsible for delivering high-quality on-site engineering services to Smart CT clients, primarily across Greater London. 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
- 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.
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.
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.
Keeps learning about customers, vendors and the market to improve performance.
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.
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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