Description
Field Service Engineer ( support )
My client is looking for a Field Service Engineer (support) to join this exciting project in Liberia.
The Field Service Engineer (support) is responsible for performing on site support of Desktop, Workstation, Laptop, End-node LAN/Voice and other technologies as required. Prompt courteous response to customers as they make contact for technical assistance. Visibility and availability to the customer is essential. Engineers will have ability to carry out some administrative tasks along with technical tasks. Call logging and call ownership is imperative to the position.
Position Pre-requisites for the Field Service Engineer ( support )
- Outstanding software and hardware skills.
- Strong technical background, able to provide 1st & 2nd level support.
- Desktop skills must include 2-4 years supporting Windows XP.
- Excellent problem diagnosis and solving skills.
- High degree of motivation to solve problems.
- Excellent communication skills. Able to deal with customers at all levels and in all situations, while portraying a customer focussed service attitude at all times. Has the ability to quickly establish rapport with customers.
- Ability to work under pressure.
- Excellent verbal and written communication skills.
- Attention to detail, including full ticket documentation and completion.
- Works with a minimum of supervision.
- Highly developed interpersonal skills.
- Is able to assess workload and make recommendations for improvement.
- Help Desk and Remedy experience preferred.
Responsibilities for the Field Service Engineer ( support )
- Meet or exceed customer service levels.
- Be available and visible to the Customers during business hours.
- Rigorously follow a defined staffing schedule to assure optimal customer service.
- Resolve all Field Services tickets or requests to Customer's satisfaction in a timely manner.
- Use of Helpdesk tools to log/assign/monitor/analyze client calls.
- Manage Hotline phone and mailbox.
- Log every problem (break/fix) and service request. Record sufficient information about every call: first and last name; good short description; detailed documentation for event log.
- Immediately escalate severity one and severity two problems to Site or Team Lead.
- Maintain ownership through the life of a ticket or request.
- Eliminate repeat problem calls.
- Communicate and report call status to the Customer daily.
- Problem and Escalation Management.
- Prioritisation of work.
- Develop and maintain an effective relationship with key Customer management.
- Communicate technical issues in terms appropriate to the Customer and escalate issues to the Service Delivery Managers as required
- Complete special projects as assigned by Team Leader or Service Delivery Manager.
- Continually improve current quality processes and procedures where required.
Knowledge, Skills and Experience for the Field Service Engineer ( support )
- 2 + years of related Experience
- Customer service skills and the ability to communicate well with customers
- Desktop support skills, particularly support of Windows OS and Office applications
- Fluent in both French and English
- Needs to be able to work independently and be internally motivated
- Some knowledge of networks (LAN, WAN, Wireless etc)
- Some knowledge of Wintel Servers
If you think you are the right candidate for the Field Service Engineer (support) role please send your CV without any delay for immediate consideration and to arrange an interview.
Field Service Engineer (support)