Field Service Engineer 2

Field Service Engineer

Location: M4 corridor - primarily covering Slough, Reading, Basingstoke, Farnborough, Oxford areas - Flexibility to support other southern locations when required)

At Dell Technologies, we take pride in providing our customers with a quality of service that more than matches the quality of our products. Our Field Service team is integral to making sure the service to our customers is seamless, responsive and focused. Taking our technical skills to customer sites, we’re responsible for everything from installation, configuration and integration, through to maintenance, troubleshooting and repair. Customers see us as a trusted liaison who can understand their precise needs on a host of admin and technical matters. 

Join us as a Field Service Engineer on our Product Services team to do the best work of your career and make a profound social impact.

You'll apply your technical support expertise to resolve customer issues whilst working closely with peers and internal SMEs to increase knowledge and resolve customer issues. Identifies and provides resolutions to technical problems. Uses trouble-shooting tools, content, and analytical practices to help determine best way to resolve identified and unidentified problems

SUMMARY

Responsible for on-site installation, configuration, implementation, integration, maintenance, troubleshooting and repair of company and multi-vendor systems solutions, which may include hardware, software and networking products as well as operating systems. Serves as company liaison with customer on administrative and technical matters. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps or engineers.

ACCOUNTABILITIES

• Applies technical support expertise to resolve customer issues
• Works closely with peers and internal SMEs to increase knowledge and resolve customer issues
• Identifies and provides resolutions to technical problems
• Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems

Skills needed:

• Commitment to Continuous Learning
• Technical Acumen
• Mentoring Colleagues
• Break-Fix
• Case Management
• Customer Service
• Flexibility to working pattern
• Escalation Management
• Installation Support
• Technical Troubleshooting

You will:

• Drive timely onsite services such as break-fix support and proactive maintenance
• Onsite troubleshooting for customer sites
• Escalation ownership and own service request
• Seek resolution to drive closure of complex issues
• Keep abreast of technology and our service offerings

​Experience & Essential Requirements

• Typically requires 2+ years of related experience in a professional role with a bachelor’s degree; or an advanced degree without experience; or equivalent experience.
• Full clean driver’s license
• Flexibility to support stand-by rota

Desirable

Relevant Dell product certification at Professional Specialist Level