Field Service Engineer

A Field Service Engineer supports and resolve End User hardware issues within their designated region and will travel from customer to customer providing deskside support, or remote worker location. This is an expanding, challenging and demanding role, providing a front-line interface between our high-profile customers and Capita ITS. Working to tight Service Level Agreements (SLAs) to ensure Capita achieve its contractual obligations and to meet the business units Key Performance Indicators (KPIs) detailed below.

The role is field based, where most of your time will be spent on various client sites. You will be required to hold a full, valid driving licence for Northern Ireland.

Please note that role is a 12 month Fixed Term Contract.

What you will be doing:

Responsibility to resolve hardware faults in line with the contracted services, on a variety of End User technologies. The engineer is expected to manage his or her ticket queue to ensure SLAs are achieved. Likewise, the engineer is expected to manage the customers expectations to drive customer satisfaction.

Ability to follow a SMART Hands working process

•Desktop / Workstation - (Dell, HP, MS Surface Pro), Component replacement hardware break fix. and working knowledge of Windows environment. •Laptop - (Dell, HP, Chromebook), Component replacement hardware break fix and working knowledge of Windows environment. •Server/SAN - (Dell) Component replacement hardware break fix and knowledge of Windows server environment •Tablet/Apple TV's - (Apple OS, Android and Chrome devices) configurations and diagnostic or fault-finding skills •Apple Mac - Install and configure MAC server and rebuild client knowledge •Configure & replace Routers, Switches, WAP's (Cisco, Huawei, Meru) •Wireless - Knowledge and understanding of wireless solutions including printing with abilities to fault find/resolve issues. •MS Windows (Windows 10 and other in-service life versions) •Image build's & configuration (Knowledge of Altiris and compliance) •Interactive Whiteboard/Panel - (Promethean, Clevertouch) - Fault finding knowledge, firmware updates, splitter configurations. •Network cable patching & cable installation. •Training of non-technical customers on equipment and software. •Dealing with Capita complaints and consistently resolving issues in a manner consistent with exemplar customer service.

What we are looking for:

•Working knowledge of MS Windows OS & MS Office Suite •Previous experience of installation and configuration of end-user devices •Previous experience of diagnosing and repairing end-user IT hardware •Experience of providing deskside support •Excellent customer facing skills with the ability to deal with difficult customers •Ability to prioritise    •Ability to work on own and under pressure •Clean driving licence •Team Player •Self-Management with Good Organisational Skills. •Communication Skills •Ability to follow remote advanced technical instruction •Able to work to KPIs and SLA's

About Capita Technology and Software Solutions

Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita's colleagues, businesses, and clients. 

We design, build, and run the right technical competencies and partnerships to enable Capita to deliver seamless public and customer services - from working collaboratively with Capita's businesses to shape the right technology and software solutions to take to market, to ensuring colleagues have access to resilient, predictable IT services and support, which enables them to work effectively and securely.

What's in it for you:

•A competitive basic salary PLUS car allowance •23 days' holiday (rising to 27) with the opportunity to buy extra leave •company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more •voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel, and technology •the opportunity to take a paid day out of the office