Field Engineer – Midlands

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.

• 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.

• 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.

• 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 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.

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.

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.

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.

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…