Field Service Engineer

Field Service Engineer East Midlands & West Midlands GBP28k plus car allowance or vehicle.On-call as a 1 in 4 rota to cover 24hrs a day 7 days a week this occurs all year round included bank holidays Our client is a leading solution provider to the Police, Criminal Justice, Emergency Services and Critical Responder sectors across the world; helping to realise benefits through technology-enabled Digital Transformation. We pride ourselves on being innovative and our integrated portfolio of solutions is testament to the continued investments we make. Our solutions encompass Control Rooms and Contact Centres, Integrated Communications, Digital Evidence Management, Records Management, ERP solutions and Critical Messaging services supported by a fully integrated, secure mobile and agile working capability. They can be readily integrated into wider infrastructure such as CCTV, communications, sensor data and other sources to ensure seamless operations. Around the world we work with key integration partners supporting their in-country activity during implementation and through-life with our 24/7/365 support services. We attend a range of events and conferences around the world each year, building our network of partners and ensuring that as many potential clients as possible get to see and hear about our innovative portfolio of solutions.The Field Service Engineer is part of a group of personnel working to provide support to users of existing Services in order to:- • Address issues with a supported Service that have been identified to the Service Desk through the Incident Management process • Effect changes to the supported infrastructure that resolve Incidents and Problems• Assist with implementing new Services to the customer and, when needed, provide information that can be used for Service Improvement.The Field Services Engineer shall follow ISO 20000 best practice processes. Other Company specific processes can be found from the Document Management System on the company Intranet.A Field Service Engineer is assigned to a specific geographical area but may be required to support incident, change, release and problem Management activities in any area. The Field Service Engineer will remain contactable via telephone and pager during working hours including on call hours.When attending site, the Field Service Engineer will remain polite, courteous and professional at all times. They will ensure that they comply with any local access, Health and Safety or security rules in place. The job is required to provide first line service support for a range of communications equipment currently deployed within the Emergency Services customer base. The equipment is located within Emergency Services control rooms and within Emergency Services vehicles. The role will be geographically based within an established team and will initially entail working alongside experienced staff and then migrate to working solo. The role's primary focus is on Incident Management and restoring service as quickly and effectively as possible. The successful applicant will join an established service support team based in the relevant geographic area looking after Communications Command and Control systems, infrastructure and terminals.The Field Service Engineer is part of a group of personnel working to provide support to users of existing Services in order to:- • Address issues with a supported Service that have been identified to the Service Desk through the Incident Management process • Effect changes to the supported infrastructure that resolve Incidents and Problems• Assist with implementing new Services to the customer and, when needed, provide information that can be used for Service Improvement.The Field Services Engineer shall follow ISO 20000 best practice processes. Other Company specific processes can be found from the Document Management System on the company Intranet.A Field Service Engineer is assigned to a specific geographical area but may be required to support incident, change, release and problem Management activities in any area. The Field Service Engineer will remain contactable via telephone and pager during working hours including on call hours.When attending site, the Field Service Engineer will remain polite, courteous and professional at all times. They will ensure that they comply with any local access, Health and Safety or security rules in place. The job is required to provide first line service support for a range of communications equipment currently deployed within the Emergency Services customer base. The equipment is located within Emergency Services control rooms and within Emergency Services vehicles. The role will be geographically based within an established team and will initially entail working alongside experienced staff and then migrate to working solo. The role's primary focus is on Incident Management and restoring service as quickly and effectively as possible. The successful applicant will join an established service support team based in the relevant geographic area looking after Communications Command and Control systems, infrastructure and terminals..Outline of Routine Tasks / Duties / ResponsibilitiesThe primary focus of the roles is to provide an effective response to requests for service, Incident and Problem management activities. The activities will be primarily based on customer sites in the relevant service Area. There will be extensive liaison and communication with customer representatives to assist in the resolution of service related issues and inter-action with other supporting teams. There will be self-management responsibility for asset tracking and management - to ensure an adequate supply of spare equipment is maintained within the region. Accurate and effective completion of service related documentation to ensure there is an accurate record of service related activities. Additionally - ongoing cooperation and information sharing with other Field Service personnel - ensuring that knowledge base is kept up to date and current for known errors and FAQ's.We are committed to equality of opportunity, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships