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Field Service Engineer (2nd/3rd line Support Engineer) x 2

Job Title: Field Service Engineer (2nd/3rd line Support Engineer) x 2
Contract Type: Permanent
Location: London
Salary: 28000 - 32000
REF: srbp0086
Contact Name: Nichola Alicia Jude
Contact Email:
Job Published: about 3 years ago

Job Description

Job Title: Field Services Engineer x 2

Base Location: London (Victoria)  

Salary: £28,000 - £32,000 per annum

Key Purpose

Reporting to the Field Services Team Leader, Field Service Engineers role will be part of the wider Operations Services delivery team responsible for delivering end to product services to all ITS customers. This will include (but not limited to) Operational and Commercial responsibility for both Secure and Non-Secure services.

This technical role will ensure Subject Matter Expert technical support will be provided to assist in delivering services in line with My client’s standard service catalogue and best practice processes to achieve service excellence.

The role is a Technical role and the individual will be recognised for their leadership and Technical capability in selected technologies.  Field service engineers will provide support for the technical development of ITS Products. 

The individual will be accountable for escalation from first and second line operational and project support. This role will ensure on-going improvement in the quality and value add of expert technical support as delivered to all ITS customers. 

This role will be responsible for providing subject matter expert support to all respective Product Services Managers to assist with operational, commercial and contractual input for pre-sales activity.

This role will continually assess the risk and resilience of the end to end product environment by working with Vendors and customers to ensure on-going improvement and make timely recommendations ensuring stability and availability is maintained.

Field Service Engineers will operate within a defined geographic area and as such will require regular travel. 

They may also require occasional travel outside of the assigned region to support other Teams.

This position is dependent on retaining a valid UK driving license.

Security Clearance must be maintained as a condition of employment.

Key Accountabilities

Provide day to day support to Operations resource providing escalation for operational and project issues.

  • Provide expert support to Product Service Managers in the roadmap and development of ITS standard products.
  • Where necessary, provide on-call support outside of normal business hours.
  • Undertake System fault finding, diagnosis, repair and re-commissioning tasks (as necessary).
  • Undertake scheduled routine maintenance and embody system upgrades and changes to the deployed Systems where necessary.
  • Undertake System repairs from the point the call is assigned until the System has been returned to service and proven to be operational (within defined Service Level Agreements).
  • Provide comprehensive failure reports detailing the investigation, fault resolution and any follow up work that may be necessary.
  • Work closely with my client’s Suppliers to deliver the necessary level of maintenance to all aspects of the System(s) within defined Service Level Agreements.
  • Accountable for continuous improvement of operational process and procedure for the Operations area.
  • Working collaboratively with Service Management and Service Delivery Management to provide innovation to improve quality of service and cost efficiency.
  • Apply appropriate governance over all vendor services, including compliance with My client (and industry) standards and risk assurance.
  • Actively support and promote service excellence, constantly seeking ways to improve the service to deliver high levels of customer satisfaction.
  • Ensure Operating Level Agreements and Underpinning Contracts are managed in line with any contractual Service Levels or that risks and exceptions are clearly understood and managed.
  • To supply monthly reporting, input into service level reports and service improvement plans as required.
  • Adherence to accreditations/certifications as required, including but not limited to CES/CES+, ISO20000 and ISO 27001.
  • Initial technology areas to cover (but not limited to) are: - Active Directory, Citrix, Wintel, Desktop, Tablets, Tools (patching, problem mgt, monitoring).


Essential technical and professional skills and knowledge

Supplier Relationship Management (SURE)

Influences policy and procedures covering the selection of suppliers, tendering and procurement, promoting good practice in third party management with respect to information security. Deploys highly developed commercial skills to identify external partners, engaging with professionals in other related disciplines (e.g. procurement specialists, lawyers) as appropriate. Is responsible for defining commercial communications, and the management and maintenance of the relationship between the organisation and the supplier. Measures the perception about how services are delivered, how this influences the performance of the supplier and their perception of own organisation’s performance. Ensures that processes and tools are in place to conduct benchmarking. Conducts supplier analysis and assesses effectiveness across the supply chain. Promotes good practice with regard to third party information security.

Contract Management (ITCM)

Sources and collects contract performance data (such as pricing and supply chain costs), and monitors performance against KPIs.  Identifies and reports under-performance and develops opportunities for improvement. Monitors compliance with Terms and Conditions and take appropriate steps to address non-compliance. Pro-actively manages risk and reward mechanisms in the contract. Monitors progress against business objectives specified in the business case. Identifies where change is required and plans for variations. In consultation with team members, suppliers and customers, ensures that change management protocols are implemented.

Service Level Management (SLMO)

Ensures that a catalogue of available services is created and maintained and that service level agreements are complete and cost effective. Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented. Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained. Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services. Reviews service delivery to ensure that agreed targets are met and prepares proposals to meet forecast changes in the level or type of service.

Financial Management for IT (FMIT)

Monitors and manages IT expenditure, ensuring that all IT financial targets are met, and examining any areas where budgets and expenditure exceed their agreed tolerances. Assists with the definition and operation of effective financial control and decision making, especially in the areas of service, projects and component cost models and the allocation and apportionment of all incurred IT costs.

Sales Support (SSUP)

Works closely with the sales team to help prospects to clarify their needs and requirements; devises solutions and assesses their feasibility and practicality. Demonstrates technical feasibility using physical or simulation models. Produces estimates of cost and risk and initial project plans to inform sales proposals. Resolves technical problems.


Requirements Definition and Management (REQM)

Facilitates scoping and business priority-setting for change initiatives of medium size and complexity. Contributes to selection of the most appropriate means of representing business requirements in the context of a specific change initiative, ensuring traceability back to source. Discovers and analyses requirements for fitness for purpose as well as adherence to business objectives and consistency, challenging positively as appropriate. Obtains formal agreement by stakeholders and recipients to scope and requirements and establishes a base-line on which delivery of a solution can commence. Manages requests for and the application of changes to base-lined requirements. Identifies the impact on business requirements of interim (e.g. migration) scenarios as well as the required end position.

IT Management (ITMG)

 Identifies and manages resources needed for the planning, development and delivery of specified information and communications systems services (including data, voice, text, audio and images). Influences senior level customers and project teams through change management initiatives, ensuring that the infrastructure is managed to provide agreed levels of service and data integrity. Takes full responsibility for budgeting, estimating, planning and objective setting. Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets. Monitors performance and takes corrective action where necessary.

Stakeholder Relationship Management (RLMT)

Supports business change, acting as a single point of contact for senior stakeholders, facilitating relationships between them. Ensures that stakeholders understand available IT services and promotes financial and commercial awareness in order to deliver value-for-money. Conducts analysis of demand for services and influences stakeholders to ensure that the necessary investments are made to deliver required services. Negotiates at senior level on technical and commercial issues, to ensure that customers, suppliers and other stakeholders understand and agree what will meet their needs, and that appropriate service level agreements are defined. Oversees monitoring of relationships including lessons learned and appropriate feedback. Initiates improvement in services, products and systems.