Technical Field Engineer

Role Overview

We are looking for a Technical Field Engineer who require to work as an onsite resident engineer covering onsite hardware break fix activity on HPE Servers/Storage, Dell Poweredge Servers, Sun/Oracle Servers.

Role is primarily a position to manage delivery of maintenance ticket requests but also to support the wider account team at other locations with maintenance & upgrade tasks as required.

Covering site Monday to Friday, from 09:00 to 17:15.

The tasks will include (but not limited to):

• Break fix activity on Multi-Vendor hardware.
• Solves unique and complex problems that have a broad impact on the customer environment.
• Troubleshooting hardware and firmware issues on server & storage.
• Manages communication with customer on complex issues and recommends process, product or service improvements. Able to communicate at all levels of the business up to CIO.
• Adhering to strict policies and processes around security and data protection.
• Ensuring SLA requirements and Customer Satisfaction metrics are on or above target.
• Creating and maintaining comprehensive and meaningful updates in the ticket handling system.
• Ensuring the escalation process is followed and any issues are communicated appropriately to internal and customer management teams.
• Risk ownership and escalation.

• HPE Pro Liant DL & BL hardware break fix skills.
• Proven service maintenance background.
• Exceptional customer service skills including the ability to simplify technical detail.
• Highly organised with the ability to work in a fast-paced, structured manner to meet tight deadlines.
• Confident, collaborative working style and able to interface with people of all levels.
• Proactive approach to work activities & support of colleagues.
• Demonstrated ability to recognise and react to situations with a sense of urgency and problem ownership.
• Full UK driving license.
• Helpful to have knowledge of Dell Power Edge, Brocade, HPE storage platforms and Sun/Oracle servers.
• ITIL Service Management Foundation.
• Experience of IT incident management.

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At CDS, we are an equal opportunity employer. We attract and retain the best-qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age, or disability.