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Field Services Engineer

Field Services Engineer

Exponential-eLondon, England, United Kingdom
30+ days ago
Job description

Job Description

Overall purpose of the job :

  • Nationwide travel to perform Cabling and Hardware duties at Exponential-e Client premises, Data Centre’s, and Telephone Exchanges.
  • Nationwide travel to perform site surveys.
  • Installation of Network, Server and Wifi Hardware and associated cabling.
  • On-site support at Exponential-e Client premises & Data Centre’s for various clients.
  • Technical Remote Hands and break-fix support.
  • Network infrastructure cabling and Data Centre patching activities.
  • Participation in on call rota (1 week in 4 / 6) to provide 24 / 7 support Nationwide.

Key responsibilities for this job :

Field Operations

  • Co-ordinate on site cabling and hardware installation duties, working with Core Network and Managed Hosting teams to ensure hardware is correctly deployed and connectivity is tested and reachable remotely.
  • Survey client premises for WiFi & 4G coverage nationwide and capture other vital information required for the planning of future deployments of associated hardware and cabling for large scale nationwide projects.
  • Perform Pre Cable’ and ‘Pre deploy’ duties in cases where circuits and client sites are yet to be delivered or readied by vendors.
  • Troubleshoot / Investigate and rectify circuit connection errors & circuit / hardware down scenarios using ServiceNow ticketing system and working closely with internal teams.
  • Participate in a Rota system to provide out of hours migration / switch over works providing on-site support if required to client premises nationwide.
  • Random night shifts may be required for bulk out of hours migrations.
  • Perform Hardware upgrades on legacy equipment and re-cable as instructed.
  • Participate in on-call / out of hour’s duties on various planned and unplanned Infrastructure upgrades, faults and expansion projects.
  • Work with Senior Data Centre Technicians to plan in order of received tickets, workload for each day.
  • Keep in line with internal and client agreed SLA’s surrounding time taken to deliver each ticket / site deployment dependent on geographical location.

    • Data Centre Access, Site Management & Remote Hands

  • Maintain a professional and disciplined approach at all times when working within Exponential-e Client Premises, Data Centre’s & Telephone Exchanges.
  • Uphold adherence to ISO 9001, ISO 27001, ISO 20000 & ITIL standards and best practices.
  • Manage and process Access, Remote hands and delivery tickets for co-location clients and internal works.
  • Show proficiency in physical Remote Hands support if covering Data Centre Technician staff for both internal requirements and our colocation clients.
  • Show competency with local policies and procedures of our Clients premises third party Data Centre providers.
  • Ensure Data Centres are in a clean and presentable manor at all times.
  • Gain understanding of basic support functions within the Data Centre with a view to progress into a Data Centre Technician role and beyond.
  • Participate in 24x7x365 on call Rota to provide support for client access at Data Centre's, Client Migrations, Smart Hands Requests, Installation works for Managed Hosted clients, Scheduled maintenances / upgrades for Managed Hosting and Infrastructure upgrades, Circuit Down / Faults and any other works deemed Out Of Hours Internally or by our Clients.

    • Knowledge and experience required :

  • Well organized and self-motivated with the ability to work alone and as part of team
  • Proficient in working with hand held tools preferably cable cutters and crimps.
  • Ability to work at height on small to medium step ladders.
  • Experience and understanding of delivering excellent customer service.
  • Must be willing to stay away on occasion if covering an extended geographical area with multiple site locations.
  • Well-mannered and able to represent the business in a professional manor.
  • Excellent written and verbal communication skills.
  • Ability to work well under pressure whilst maintaining attention to detail and being able to make informed decisions.
  • Full UK Driving License
  • Some travel will be made by flight or train and covered by company expenses.

    • Desirable knowledge and experience :

  • Experience in Networking, Copper and Fibre Cabling.
  • Experience in deploying networking hardware.
  • Excellent Customer service skills.
  • Field Technician service experience.
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    Field Service Engineer • London, England, United Kingdom