Field Service Engineer

Job Description & Requirements

Key responsibilities and accountabilities

. Act as an escalation point for hotel support helpdesks and Network Operations Team.

. Responds to tickets assigned to them via service desk and ensures effective resolution of faults within agreed SLAs.

. Maintain regular communication with customers and internal staff for all faults assigned to them.

. Occasionally provide telephone and email support to our clients and internal staff, as needed across the entire range of our services and solutions.

. Working with carriers to achieve fault resolution

. Occasionally provide technical support and solution design for our conference teams.

. Perform site network, hardware installation, surveys and documentation.

. Perform technical projects such as upgrades, new software releases, hardware swap outs as dictated by internal product development roadmap.

. Perform regular maintenance of the backbone network, identifying and resolving issues where possible.

. Document and log all activity and information using the defined tools and procedures.

. Developing and writing detailed process and systems documentation

. Maintain regular and consistent attendance and punctuality

. Pursue personal development of skills and knowledge necessary for the effective performance of the role.

. Always conduct themselves in a manner befitting the company's image.

Competency / Performance Drivers

. Experience configuring and working with network devices (Cisco routers and multi-vendor switches)

. Networking: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, QoS,

. WAN Routing: BGP, OSPF, EIGRP, MPLS

. Switching: VLAN config, VTP, Spanning Tree

. Security: IPSec, VPN, Wireless encryption

. MPEG compression and multicasting

. Experience and competency at using and administering Linux/Unix/OS X operating systems

. Configuring and troubleshooting wireless networks

. Excellent interpersonal communication and customer service skills

. Experience of data telecommunications products

. Self-disciplined and motivated

. Basic SQL experience, writing scripts and queries.

. Experience of IPTV systems (specifically DVB and Satellite technology)

. Security best practice/Firewall configuration and management/VPNs.

. Experience with BASH scripting

Technical Expertise

. Educated to minimum Degree level or equivalent

. Minimum four years of experience in technical support or service related to IT / Telecoms

. CCNA/CCIP Qualification held

. Excellent English