Field Service Engineer

Job Description:

Mandatory skill required –

Participate in EUC Field Service transition activities

Assit and be part of Knowledge gathering and documentation from External Customers and/or Incumbents

Analysis of Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.

Due Diligence with customer prior to RFP & BAFO submissions.

Attend Customer agreed locations to collect all customer processes relating to current delivery of Services around EUC & Field Services.

Create Process Document of current service for the customer and Partner.

Work closely with our Third Party Partner

Understanding of Desk side Support duties and process

Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.

Active management and coordination of workload in the region

Review of open and assigned tickets as directed by the tower lead

Assist delivery lead in reviewing and verifying vendor invoices of hardware assets

Strong understanding and skills in SLA, KPI Management

Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements – Desktops, Laptops, Printers, Handhelds, Smartphone etc.

Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications ie Office. Again this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.

Effective communication in English mandatory, any local languages or one of European Language is favourable.

Good to have skills –

Ability to interact with customers so as to ensure that the service is polite, efficient and responsive

Knowledge of in outsourcing and managed services

Highly proactive solution driven approach

Expert in escalation management

Strong Interpersonal skills and customer Relationship skills

Problem solving and root cause analysis

Networking and building relationships (internal and external)

Being visible to customer and internal teams

Required level of additional language – German and English